Returns & Refunds

30 days from the date of delivery from the delivery scan. Notification inside the window is what counts, not arrival back at our door.

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

1. Notify. [email protected], order number, item, reason.
2. Receive return address. Typically within 1 business day. Do not ship before this — unlogged parcels cannot be matched to an order.
3. Ship tracked. Original carton where possible. Untracked returns cannot be proven delivered.
4. Inspection. 2 working days from arrival.
5. Refund. 5–7 business days after the return is received

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.

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.

Our error, our cost, both directions. The correct item ships immediately — we do not hold it until the wrong one returns.

Not operated. A swap ties your money up while two parcels cross. Return for refund, reorder the item you want. Faster and traceable.

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.

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.

[email protected] · +1 312-265-1205 · 702 W 35th St, Chicago, IL 60616, United States