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Returns & Refunds

Returns & Refunds

We guarantee to refund any unopened and unused item(s) that you are not completely happy with when you return it to us by post within 7 days of delivery. You must first contact us according to the instructions below to obtain the relevant return address and an returns authorization number to mark on your returns package. You may return most unopened item(s) with labels attached and all original packing in tact for a refund. We will refund the purchased price of the item(s) excluding postage and packaging costs.

Please note that currently we are unable to replace or refund any pet carriers, beds, houses and wooden products due to the costs involved for customers to return such items. Please measure your pet carefully before purchasing.

 

incorrect / defective items

All items are checked thoroughly by different staff several times before packing and shipping to our customers. 

If you receive an incorrect or defective item, please contact us within 24 hours of receipt by logging into your account, view the order using the "Completed Orders" link under the "My Account" menu, click the “Return Item(s)” button and follow the steps. You will then be given the relevant return address and an authorization number for returns by email after we've processed your request. 

Incorrect / defective item(s) delivered must be returned to us securely packaged and wrapped along with the returns authorization number. Unauthorized returns may be refused or disregarded. After we receive the product, we will examine and test the defect of the item(s) if applicable. If we find the defect described in your email, we will ship you a replacement for the defective item(s). Otherwise, the original item may be shipped back to you. 

 

Other Returns & Refunds

Goods returned for any other reason must be unopened, unused and in re-saleable condition with labels attached and all original packing in tact. In order to return goods you must first contact us within 7 days of receipt by logging into your account, view the order using the "Completed Orders" link under the "My Account" menu, click the “Return Item(s)” button and follow the steps. Please let us know if you would like a replacement, store credit or a refund for the returns. You will then be given the relevant return address and an authorization number for returns by email after we've processed your request. Please ensure your returns authorization number is clearly marked on the package. Unauthorized returns may be refused or disregarded. We'll notify you via e-mail of your refund once we've received and processed the returned item.

Customers are responsible for return shipping. We will refund the purchased price of the item(s) excluding postage and packaging costs. All refunds will be credited to you by your original method of payment.

Please note that we cannot replace or refund any opened or used item(s). Returns that are damaged or soiled may not be accepted and may be sent back to the customer.

Unfortunately we are not able to replace or refund special offer item(s) unless defective, so please measure your pet carefully.

You should expect to receive your refund within four weeks of returning the package, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

 

Order Cancellations or Changes

Should you wish to change/cancel your order, you can do so by filling out our Contact Us form selecting the Inquiry Type “Shopping: I want to change or cancel a recent order” providing that your order has not already been processed. You can view the status of your order on the Order Status page after login. You will receive an email with an automatically generated password for login if you completed the order as a guest. It will no longer be possible to change or cancel your order if the order status has been changed to “Awaiting Shipment”, “Partially Shipped” or “Shipped”.