Refund policy


Returns

We accept returns within 30 days of delivery, in accordance with supplier policies. Return requests can only begin after the order is marked as Delivered.

Items must be new, unused, and in their original packaging. All returns must be approved before being shipped back to our warehouse partners.

Items not eligible for return include:

  • Pet beds that have been opened or used

  • Toys with signs of use, saliva, or wear

  • Bowls and feeders that have had contact with food or water

  • Items with hair, odors, stains, or visible use

  • Final‑sale items

These items cannot be resold for hygiene and safety reasons.

Return Process

To request a return, contact us with your order number and reason for return.

Once approved:

  1. We issue a Return Authorization (RMA).

  2. If the supplier provides a return label, we will send it to you.

  3. If no label is provided, the customer is responsible for return shipping.

  4. The customer ships the item back to the supplier.

  5. A refund is issued once the item is inspected and approved by the supplier.

Exchanges

We accept exchanges within 30 days of delivery for items in new and unused condition. To request an exchange, contact us with your order number and the item you would like to exchange.

Return Shipping

  • Customer pays return shipping for unwanted or change‑of‑mind returns.

  • We cover return shipping only if the item arrived damaged, defective, or incorrect.

Damaged or Incorrect Items

If your item arrives damaged or incorrect, contact us within 48 hours with photos or video. Most damaged items do not need to be returned.

Refunds

Refunds are issued to the original payment method within 5 business days after the returned item is inspected and approved. Bank processing times may vary.

Cancellations

Orders can only be canceled before they are processed for shipment.

Once an order enters the “Ordered” or “In Order Progress” stage, it cannot be canceled because the supplier has already begun fulfillment. Changing the order status to “Canceled” in our system does not cancel the order with the supplier.

If the order is already in transit, customers may request cancellation by refusing the delivery when the package arrives. The carrier will return the item to the supplier, and once the supplier issues a refund, it will be processed to the customer’s original payment method.

If the supplier cancels or delays the order, the refund will be issued automatically.