Refund policy

We want you and your pet to love your order.

Damaged, defective, or wrong item

If your item arrives damaged, defective, or isn't what you ordered, contact us within 30 days of delivery with your order number and a photo. We'll send a free replacement or give you a full refund. You won't need to send the item back.

Lost package

If tracking shows no movement for 10 business days, or your order never arrives, contact us and we'll send a replacement or refund you in full.

Changed your mind

You can return unused items in their original packaging within 30 days of delivery. Contact us first for return instructions; return shipping is paid by the customer. Once we receive the return, we'll refund the item price to your original payment method within 5 business days.

Not returnable

Items that have been used or washed (for hygiene reasons, such as grooming tools and pet wear), unless they arrived damaged or defective.

Cancellations

You can cancel an order within 12 hours of purchase for a full refund, as long as it hasn't shipped.

Refund timing

Approved refunds go back to your original payment method. Your bank may take 5–10 business days to post it.

How to reach us

Use the contact information on our Contact page and include your order number.