We understand that sometimes an order may need to be returned. In this event, or if an item does not arrive in perfect condition, we aim to make this process as easy as possible for you!
Check out the FAQs to read about our Returns Policy and feel free to contact us via (650) 713-4999 or the submission form below if you have any further questions.
FREQUENTLY ASKED QUESTIONS
What should i do if my order arrive broken?
Despite our best efforts to pack all of our orders with care, they may experience a rough journey and arrive broken, or in less than perfect condition. If this occurs, please contact us as soon as possible so we can discuss a potential replacement or refund for you.
Please note that you may be asked to provide a photo of the damaged parcel and/or product for us to arrange a solution.
What should is do if the pet i receive is not what i ordered?
If the pet you ordered is not what you receive, please contact us as soon as possible. In most cases, we will require the pet to be returned to us, for which we will cover the cost of return shipping.
Once we receive the pet, our team will be able to inspect your order request and the status of the pet. If deemed to be functional, it will be resent to you. If confirmed as faulty, a replacement or refund will be issued.
Once we receive the pet, our team will be able to inspect your order request and the status of the pet. If deemed to be functional, it will be resent to you. If confirmed as faulty, a replacement or refund will be issued.
How do i return a pet to your store?
Orders can be returned either in-store (during business hours) or posted to us. In any or of our localization address found on our contact page.
If posting a return, please include your order number and any other relevant information in your return delivery, and ensure that the pet are secure.
If posting a return, please include your order number and any other relevant information in your return delivery, and ensure that the pet are secure.
Will i get return of shipping funds on any return order?
If a pet is returned due to change of mind or an incorrect size being purchased, original shipping charges will not be refunded or credited. If opting for an exchange, the replacement pets/s will be shipped to you at no extra delivery cost, if it has a comparable shipping charge*.
If a pet is returned and a refund is agreed upon, the portion of your original shipping charge allocated to the pet’s delivery will also be refunded*.
*Any refunded shipping charge is at our discretion. Please contact us prior to posting your return if you would like further information.
If a pet is returned and a refund is agreed upon, the portion of your original shipping charge allocated to the pet’s delivery will also be refunded*.
*Any refunded shipping charge is at our discretion. Please contact us prior to posting your return if you would like further information.
How will i receive my refund and howling will it take?
If you return a pet, your refund will be processed through your original payment gateway. For example, if PayPal is used to make the purchase, funds will be refunded back into the PayPal account that was used. If your order is returned in-store, the funds will still be refunded online via the original payment method.
We will endeavour to process your refund as soon as possible once your return arrives back to us. Returned funds may take up to 5 business days to clear.
We will endeavour to process your refund as soon as possible once your return arrives back to us. Returned funds may take up to 5 business days to clear.