Refund policy
Refund & Return Policy
Our Promise
We are committed to providing safe and joyful playtime for every furry friend. We stand behind the quality of our products and fully understand the care you take in choosing toys for your pet. As we operate cross-border, to ensure your best experience, we have established the following clear and fair policy.
1. Core Principle: Hygiene & Safety First
For the health and safety of all pets (both yours and any future pet that might receive the same item), we cannot accept returns of any toys that have been used, chewed, licked, or played with by a pet. This is our foremost principle, and we appreciate your understanding.
2. 30-Day Quality & Accuracy Guarantee
We offer a 30-day guarantee from the date of delivery for both product quality and our shipping accuracy.
What's Covered:
Product Defects: e.g., material breakage, split seams, non-functional squeakers, detached parts.
Shipping Errors: You received an item different from your order.
Our Solution:
Once the issue is verified with required proof (e.g., photos/video), you may choose:
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- A free replacement of the correct item.
- Or a full refund.
- In such cases, you are typically NOT required to ship the original item back.
3. Regarding "Change of Mind" or Dissatisfaction
We understand every pet has unique preferences. If your pet shows no interest in the toy (in its unused state) or you simply changed your mind, please note:
Due to the Hygiene & Safety Principle mentioned above and the high cost and complexity of international return shipping and customs, we cannot process returns for refunds.
Our Care Solution:
Please contact our customer service. We will be happy to offer you a store coupon or credit worth 30% of your original order value for you to try other products next time.
4. How to Initiate a Request
Please contact us via [ashleycheng926@gmail.com] with:
- Order Number
- Description of the issue and relevant photos/video
- Your preferred resolution (replacement/refund/coupon)
We will respond and work to resolve your request within 2-3 business days.
5. Refund Processing Time
Approved refunds will be processed back to your original payment method within 5-10 business days. It may take an additional 5-10 business days for your bank or payment provider to post the credit to your statement.
6. Special Note for International Orders
All our solutions are designed to spare you from the complex and costly international return process. In the vast majority of cases, you will NOT need to ship items back to us. We absorb the loss for quality issues and our mistakes; for non-quality issues, we wish to maintain a positive relationship by offering future shopping benefits.
7. Policy Summary
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Pet used it? -> Return not accepted (Hygiene & Safety)
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Defective or wrong item? -> We take responsibility (Within 30 days, free replacement or full refund, no return needed)
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Pet doesn't like it / Changed mind? -> Store coupon offered (Cash refund not available, thank you for understanding)