Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
If you are not 100% satisfied with your purchase for any reason, please contact us for return or exchange. Our customer service team will assist you within 2 business days.
To be eligible for a return, the item must be unused and in the same condition that you received. Restrictions may apply to holiday returns and final sales products. If the package arrived damaged, you have the right to refuse it. If you discover the damage after opening the box, do not dispose the original packaging or the damaged merchandise.
- If your package arrived damaged or simply because the purchased products do not meet your expectations, please contact us directly. No matter the return is due to a defect/damaged product or you are somehow not happy with the product.
- After validating the return should be applicable, our customer service team will reach you via email. We will arrange for reshipment or refund within 4 business days after receiving your emails. In most cases, we don’t ask for our customers to ship back the defect or damaged products because none of us would want to be charged with shipping fees for such mistakes. And your satisfaction is our priority!
- Our customer service team will notify you via email when the new shipment is coming to your doorstep with the important tracking number.
- In case you are looking for a refund, we will send you an email indicating the approval of your refund. Once refund is processed and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days (depending on your bank).
If you need to exchange for the same item with a different size, feel free to contact us. To provide a better customer experience, please make sure to include detailed information about your pet. It’s a great time-saver if you include the weight, breed and reasons for the return (for example, product being too size or too big). It’s even better if you could include photos of your pets because we are a group of pet parents who love animals just as you do. We could help you find the best solution within our brand!
Orders can be cancelled at no charge up until shipment. When your order ships, you’ll receive an email confirmation from us. Orders that have already shipped cannot be cancelled and will be treated as returns.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, please kindly check your bank first. Because various banks have different policies when it comes to the refunds being posted into your account. Through practice, we even learnt from a customer in a rare example: the bank only posts the refund to the account at the end of each billing cycle. If you’ve done all of this and you still have not received your refund yet, please contact us. We will step in to find solutions for you!
Final sale items (if applicable)
Only regular priced items are applicable to refunds, unfortunately final sale items cannot be refunded.