We want every customer to be satisfied with their purchase of pet supplies. If you are not satisfied with the product you received, you can apply for a return or refund according to the following refund and return policy. This policy applies to orders shipped within the United States.
1. Return Period
Customers can submit a return request within 30 days of receiving the product. Return requests after 30 days may not be accepted unless there is a quality issue with the product or otherwise required by applicable law.
2. Return Conditions
Returned products should be kept in their original condition as much as possible, including the product itself, packaging, accessories, and related documentation. Products that have been visibly used, damaged, soiled, or that affect resale due to hygiene, safety, or pet use reasons may not be eligible for return.
3. Quality Issues or Product Errors
If you receive a product with quality issues, shipping damage, or that is clearly inconsistent with your order, please contact us immediately and provide your order number and photos or videos of the product. If the problem is verified to be caused by us or the shipping process, we will provide a solution such as a refund, exchange, or reshipment, depending on the actual situation.
4. Returns for Non-Quality Reasons
If a customer requests a return for reasons other than quality issues, such as personal preference, incorrect size selection, or a change of purchase intention, the customer may be responsible for the return shipping costs, provided the return conditions are met. Shipping fees in the original order are generally non-refundable unless otherwise stipulated by applicable law or the product has a quality problem.
5. Return Request
Before sending the product back, please contact us and submit a return request using the contact information provided on the website. Packages returned without confirmation may not be processed promptly. Once the return request is approved, we will provide the customer with the appropriate return instructions.
6. Return Address
1935 W LIEUTENANT RD, SALT LAKE CITY, UT 84116
Please note: The return address is only for eligible return orders. Customers should contact us to confirm return information before sending the product back to avoid incorrect package delivery.
7. Refund Method
After receiving and inspecting the returned product, we will process the refund based on the actual situation of the order. Refunds that meet the eligibility criteria will typically be returned to the customer's original payment method. Refund processing time may vary depending on the processing speed of the bank, credit card company, or payment institution.
8. Refund Time
We typically initiate a refund within 3–7 business days after confirming the return meets the refund criteria. The exact processing time depends on the bank or payment institution used by the customer.
9. Undelivered or Lost Package
If the tracking information shows the package has been delivered but the customer has not actually received it, please first check the delivery address, door, mailbox, parcel locker, and other secure locations, and contact the local delivery carrier. If the package still cannot be found, please contact us for assistance.
10. Policy Updates
We may update this refund and return policy based on business operations, product types, or applicable laws and regulations. The updated policy will take effect after being published on the website.
If you have any questions regarding returns, refunds, or orders, please contact us through the customer service contact information provided on the website. We will do our best to assist you in resolving any related issues.