We want you and your pet to be happy with every order. If something isn't right, here's how it works.
30-Day Returns
You may request a return or refund within 30 days of receiving your order. To be eligible, the item must be unused, in its original condition, and in its original packaging where possible.
To start a return, email [email protected] with: - Your order number - The item(s) you want to return - A short reason
We'll reply with instructions within 2 business days.
Refunds
Once we receive and inspect your return (or approve your request), we'll notify you of the outcome. Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card provider may take additional time to post it.
Damaged, Defective, or Wrong Items
If your order arrives damaged, faulty, or incorrect, contact us within 7 days of delivery with your order number and a photo of the item. We'll arrange a replacement or full refund — you will not be asked to ship a defective item back at your own cost.
Return Shipping
- Our error (damaged / defective / wrong item): we cover return shipping.
- Change of mind: the customer covers return shipping.
Because many of our products ship directly from our suppliers, some returns are handled locally rather than shipped back overseas. We'll tell you exactly what to do when you contact us — never assume you need to mail something internationally without our written instructions.
Non-Returnable Items
For hygiene and safety reasons, the following cannot be returned once opened or used: - Grooming tools and brushes that have contacted an animal - Consumable items (treats, food, chews) - Items marked "final sale"
Exchanges
The fastest way to exchange is to request a refund for the original item and place a new order. Contact us first and we'll help.
Cancellations
Orders can be cancelled before they ship for a full refund. Once an order has been dispatched, the standard return process applies. Email us as soon as possible — [email protected].
Late or Missing Refunds
If you haven't received a refund you were promised, first re-check your bank statement and card provider — processing can take several days. If it's still missing, email [email protected] and we'll sort it out.
Contact
Questions about a return or refund? Email [email protected].