All return, refund, replacement, exchange, store credit, discount, and cancellation requests are subject to our review and approval.

Unless otherwise required by applicable law or expressly stated in this policy, we reserve the right to evaluate each request based on the product, supplier requirements, order details, shipping information, customer-provided documentation, product condition, timing of the request, and any other relevant circumstances.

We may approve, deny, partially approve, or offer an alternative resolution for any request at our discretion. Submitting a request does not guarantee that a return, refund, replacement, exchange, store credit, discount, or cancellation will be approved.

Return requests must be submitted through our contact form within 14 days of delivery.

The delivery date is determined by the delivery date shown by tracking information. If tracking information is unavailable, incomplete, or unclear, we reserve the right to contact the carrier, supplier, or another available shipping source to help confirm the delivery date.

We may accept a return when an item is:

• Damaged when received.
• Defective when received.
• Incorrect compared to the item ordered.
• Approved by us through the return review process.

To be eligible, the item must generally be unused, clean, undamaged by the customer or pet, and in its original packaging unless we determine otherwise during the review process.

Customers must provide the order number, name used on the order, product information, reason for the return request, photos or videos of the issue, and any other information we request to review the claim.

The following items are not eligible for return unless we determine the issue was caused by our error, supplier error, or the item was damaged, defective, or incorrect when received:

• Items returned because the customer changed their mind.
• Items returned because the customer ordered the wrong size, color, style, or product.
• Items that have been opened, used, worn, washed, assembled, installed, altered, or damaged after delivery.
• Items with pet hair, odors, stains, bite marks, chew marks, scratches, or other signs of use.
• Items damaged during customer assembly, installation, handling, storage, or use.
• Pet beds, blankets, mats, soft goods, or similar items that have been opened or used.
• Collars, leashes, harnesses, pet clothing, or similar items that have been opened, tried on, worn, or used.
• Grooming tools that have been opened or used.
• Bowls, feeders, fountains, litter-related products, waste-related products, or similar items that have been opened or used.
• Pet toys that have been opened, chewed, scratched, bitten, damaged, or used.
• Treats, food, supplements, or other consumable items that have been opened.
• Personalized, customized, or made-to-order items, unless the issue was caused by our error.
• Sale items, discounted items, clearance items, final-sale items, gift cards, and free promotional items.

If you receive a damaged, defective, or incorrect item, you must submit a request through our contact form within 14 days of delivery.

Your request should include:

• Order number.
• Name used on the order.
• Product name.
• Description of the issue.
• Photos or videos of the product.
• Photos of the packaging.
• Photos of the shipping label, if available.
• Any other information that may help us review the issue.

Please keep the item and all packaging while your claim is being reviewed. We may need the packaging, shipping label, or product condition to verify the issue with the supplier or carrier.

Damage caused by pet chewing, scratching, biting, misuse, normal wear and tear, improper assembly, improper installation, improper storage, lack of supervision, or continued use after damage occurs is not considered a product defect.

Cosmetic damage to exterior packaging does not qualify for a return, refund, or replacement when the product itself is not damaged, defective, or incorrect.

For purchases made between November 15 and December 25 that are reasonably expected to be delivered before Christmas, we may review packaging-related concerns on a case-by-case basis.

Because products may be fulfilled by different suppliers or warehouses, minor variations in packaging, color, size, measurements, labeling, materials, or design may occur.

Minor differences do not qualify for a return, refund, or replacement unless the item is materially different from the product description, damaged, defective, or incorrect.

Some items may arrive compressed, folded, vacuum sealed, or in supplier or manufacturer packaging. This does not automatically qualify the item for return, refund, or replacement.

For pet beds, soft goods, and similar items, customers may need to allow time for the item to expand or regain shape after unpacking.

All returns must be approved before they are shipped back.

Do not send items back to the original shipping address, supplier address, manufacturer address, or any address shown on the package unless we specifically instruct you to do so.

Because our products may be fulfilled by different suppliers, the return address may vary by product. If your return is approved, we will provide return instructions, which may include the return address, packaging instructions, deadline, and whether tracking is required.

Unauthorized returns may be rejected. If an unauthorized return must be shipped back to the customer, the customer may be responsible for the return shipping cost.

If we approve a return, the customer must provide the package to the applicable shipping carrier within 10 days of our return approval, unless we provide a different deadline in writing.

Returns shipped after the deadline may be rejected or may not qualify for a refund.

Customers are responsible for securely packaging approved returns.

If an item is damaged during return shipment because it was not packaged properly, the refund may be denied, reduced, or delayed.

Items returned with signs of use, pet hair, odors, stains, bite marks, chew marks, scratches, missing parts, missing packaging, or customer-caused damage may be rejected. If the item must be shipped back to the customer, the customer may be responsible for shipping costs.

We do not accept returns for buyer’s remorse or change-of-mind purchases.

For approved damaged, defective, or incorrect item claims, we may provide a prepaid return label, replacement, refund, store credit, discount, or another resolution depending on the product, supplier, shipping cost, and circumstances.

If the issue was caused by our error or supplier error, we will determine the appropriate resolution.

If the return relates to customer error, including incorrect size selection, incorrect address, refused delivery, failure to pick up a package, or another customer-caused issue, the customer may be responsible for return shipping, reshipping costs, and related costs.

Original shipping charges are generally nonrefundable unless we provide a refund for the product itself and do not provide a replacement item. Upgraded, expedited, priority, or special shipping charges are nonrefundable.

Refunds will not be issued until after we receive and inspect the approved return, unless we determine that a return is not required.

If a refund is approved after inspection, it will generally be processed within 5–10 business days after approval. Your bank, card issuer, or payment provider may take additional time to post the refund to your account.

Refund method, store credit, replacement, discount, or another resolution will be determined during the review process.

We reserve the right to reduce or deny a refund if the returned item is used, damaged, incomplete, missing parts, missing packaging, returned late, returned without authorization, or otherwise does not meet this policy.

Discounts, gift cards, store credits, promotional credits, and free promotional items may be treated differently and may be nonrefundable.

Some approved returns may be subject to a restocking fee depending on the product, supplier, product condition, return reason, or return requirements.

If a restocking fee applies, we will disclose the applicable fee during the return review process before the return is finalized, where possible.

We do not offer standard exchanges.

If an item is damaged, defective, or incorrect, we may offer a replacement or exchange as part of the resolution process. Replacement availability depends on product availability, supplier availability, shipping availability, and the specific issue.

Customers who want a different size, color, style, or product must place a new order unless we determine otherwise during the review process.

Sale items, discounted items, clearance items, final-sale items, gift cards, and free promotional items are not eligible for return, refund, or exchange unless the item is damaged, defective, incorrect, or otherwise required by applicable law.

Cancellation requests are handled in accordance with our Shipping Policy .

If an order has not shipped after 10 business days, you may contact us to request an order status review or cancellation request. Cancellation is not guaranteed once fulfillment has started or the order has been submitted to a supplier.

We reserve the right to deny cancellation requests after fulfillment has started.

If an item is unavailable, restricted, or unable to be fulfilled, we reserve the right to cancel the item or order and issue an appropriate refund or other resolution.

Shipping issues, including lost, stolen, delayed, returned, or marked-delivered packages, are handled under our Shipping Policy .

If tracking shows that a package was delivered, the order will generally be treated as delivered unless the carrier confirms otherwise.

Stolen packages are not eligible for refund or replacement. Lost-in-transit packages may be reviewed on a case-by-case basis.

Customers may be required to cooperate with supplier, carrier, or shipping investigations before any refund, replacement, store credit, or other resolution is considered.

Incomplete return requests may delay or prevent review.

To help us review your request, please provide all requested information, including your order number, name, photos or videos, reason for return, product condition, and any related shipping or tracking information.