RETURNS & REFUNDS
Returns Terms & Conditions
You have 15 days after receiving your order to request a refund.
To do so, you can request home collection and we will send a courier to collect your parcel.
Large items, such as pet beds, pet furniture, pet appliances etc., the customer is responsible for the cost of an item's return, unless there was an error on our behalf. Due to the nature of couriers, it may cost more to send an item back to us than us shipping it out to you.
Small items, such as pet toys, pet feeding bowls, pet accessories etc., all the cost will be covered by us, you are only responsible for paying courier handling fee which costs $5 on returning your item.
Our policy lasts 15 days, if 15 days have gone by since you received your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Must be in the same condition in which you received them.
Unused and unwashed.
Original packaging and tags intact.
Resalable, in undamaged packaging.
We cannot offer refunds or exchanges on food, treats or any edible items that are opened due to strict health policies. Please make your selections carefully, and double check your order before submitting.
Additional non-returnable items: Gift / Gift Cards.
If you find any problems or any concern about your parcel,
Click Contact Us here for any further information.
Damaged Or Faulty Items
If you received a damaged shipment or product, please email photos of the damaged item to: email@example.com, include your invoice number and name, and we will work with you to resolve the issue.
Make it more easier, please talk to us or upload photos via CHAT BOX down the page. Let's communicate!
If you decide to make returns request, please flow the instructions step by step. We appreciate your patience.
1. FILL IN THE RETURNS REQUEST FORM.
If you are registered, please go to My Orders in the My Account section.If you still have not registered, please find your order confirmation e-mail with order number and all item details. We will inform you once we receive your returns request with full information.
Next, we will send you an e-mail with a few paper work and arrangement of date/time for collecting your items. And estimated cost of shipment will be attached.
If you agree with all the conditions and cost,
please print out the attachments to this e-mail:
• A shipping label to be printed with reference number (A4 accepted).
• Returns invoice to be printed and signed.
2. PREPARE YOUR PARCEL ENCLOSING THE DELIVERY NOTE.
Please pack the items securely, in the original packaging if possible.
Please make sure to enclose returns invoice in the package, the shipping label must be printed and firmly attached to the front of your parcel, ready to hand it to the courier together.
3. THE COURIER WILL COME TO YOUR ADDRESS TO COLLECT YOUR PARCEL.
Once we confirm a date, our courier agent will come to the address that you provided to collect your items in the specific time.
If you need to re-schedule your pickup please send us an e-mail as soon as possible.
Large items, shipping fee charged by courier, depending parcel's size and weight, you will be responsible for the cost.
Small items, all cost will be covered by us, you only need to pay $5 for courier handling service fee.
The refund period may vary between 3 and 12 working days from reception of your return at our place.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
If you have received a defective item or the wrong item and you wish to return it, we will reimburse the cost of the returned items and the corresponding home pick up expenses.