Returns & Refunds
Two processes on one page: sending gear back, and getting the money back. Conditions are the same for every item unless a clause below says otherwise.
| Window | 30 days from the date of delivery from delivery |
|---|---|
| State required | Unused, tagged, original carton |
| Return freight | Customer, unless fault is ours |
| Inspection | 2 working days from arrival |
| Refund issued | 5–7 business days after the return is received |
| Destination | Original payment method only |
Window
30 days from the date of delivery from the delivery scan. Notification inside the window is what counts, not arrival back at our door.
Accepted state
Unused, tags intact, original carton. For this catalogue that line falls in specific places:
- Beds, mats, blankets — returnable until an animal has used them. Hair or odour makes them unsellable.
- Harnesses, collars, leads — returnable if tried indoors, not if worn outside.
- Grooming vacuums, clippers, nail grinders — returnable unused. Once run on an animal, no.
- Water bottles, bowls, feeders — returnable unwashed and unfilled.
Excluded outright
- Anything used on or by an animal
- Consumables and waste bags once the seal is broken
- Items returned without the original carton
- Damage caused after delivery — chewing, washing, misuse
Procedure
- Notify. [email protected], order number, item, reason.
- Receive return address. Typically within 1 business day. Do not ship before this — unlogged parcels cannot be matched to an order.
- Ship tracked. Original carton where possible. Untracked returns cannot be proven delivered.
- Inspection. 2 working days from arrival.
- Refund. 5–7 business days after the return is received
Freight liability
Customer pays return freight for change of mind, wrong size ordered, or the animal rejecting the item.
We pay return freight — and refund the original $3.99 — where the item arrived damaged, arrived faulty, or was not the item ordered.
Damaged or faulty on arrival
Photograph carton and item, email inside 48 hours of delivery. Replacement or refund follows without a return shipment, unless the manufacturer requires the unit back for a warranty claim.
Wrong item shipped
Our error, our cost, both directions. The correct item ships immediately — we do not hold it until the wrong one returns.
Exchanges
Not operated. A swap ties your money up while two parcels cross. Return for refund, reorder the item you want. Faster and traceable.
Refund method
Original payment method, without exception. We cannot refund to a different card, and store credit is issued only on request.
We release 5–7 business days after the return is received. Settlement to your statement adds a further 3–5 working days at your bank. Instalment plans are adjusted by the provider that issued them, not by us.
Partial returns
Returned lines are refunded individually. Where the retained order then drops below $25, the $3.99 rate becomes payable and is deducted from the refund — the waiver no longer applies.
Delayed refund
Check the statement, then the bank. Beyond ten working days from our issue notice, email [email protected] with the order number and we supply the processor reference for your bank to trace.
Contact
[email protected] · +1 312-265-1205 · 702 W 35th St, Chicago, IL 60616, United States