Refund policy

Return and Refund Policy

We want every order from the Store to feel considered, useful, and suitable for life with pets. If something is not right, please review the policy below and contact us through the Contact Us page before sending any item back.

30-day return window

You may request a return within 30 days after receiving your order. To be eligible, the item must be unused, clean, in its original condition, and returned with its original packaging, manuals, accessories, and proof of purchase.

Items that cannot be returned

For hygiene and safety reasons, used pet beds, bowls, litter products, grooming products, personalized items, final sale items, gift cards, and products damaged by normal wear, pet chewing, scratching, misuse, or improper cleaning are not eligible for return unless they arrive defective or incorrect.

How to start a return

To request a return, contact us through the Contact Us page with your order number, the item you want to return, and photos if the item arrived damaged, defective, or incorrect. If the return is accepted, we will provide instructions for the next step. Items sent back without approval may not be accepted.

Damages and issues

Please inspect your order when it arrives. If an item is defective, damaged, or different from what you ordered, contact us through the Contact Us page as soon as possible so we can review the issue and help make it right.

Exchanges

The fastest way to receive a different item is to request a return for the original item and place a new order after the return is accepted.

Refunds

After we receive and inspect an approved return, we will let you know whether the refund is approved. If approved, the refund will be issued to the original payment method. Your bank or payment provider may need additional time to post the refund.

Return shipping

Return shipping instructions and any applicable shipping costs will be provided after your request is reviewed. Original shipping charges are not refundable unless the return is caused by our error or a defective item.