Refund policy

Return and Refund Policy
At our store, your pet’s satisfaction and safety are our top priorities. Because we ship our products globally from international manufacturing hubs to keep prices low, our returns policy differs slightly from traditional domestic shops. Please review our terms carefully below. 
1. Damaged, Defective, or Incorrect Items
If an item arrives broken, defective, or if you received the wrong product, we will issue a 100% free replacement or full refund—no physical return required. 
  • Reporting Window: You must report the issue within 25 days of delivery by contacting our support team at aurvane223@gmail.com.
  • Required Proof: To process your claim, you must email us a clear photo or short video demonstrating the product's defect or damage, along with an image of your shipping label and package packaging.
  • Note: Minor external shipping box damage does not qualify if the actual pet product inside is undamaged and functional.
2. Missing Packages & Shipping Delays
We track all orders from our facility to your doorstep.
  • If tracking data shows your package is stuck in transit or has stopped updating for more than 60 days, we will automatically issue a full refund or ship out a replacement immediately.
  • We cannot issue refunds or replacements if the tracking status is officially marked as "Delivered" to your address. 
3. Change of Mind Returns
Because return shipping costs to our international fulfillment hubs are prohibitively high, we do not accept physical returns or exchanges for buyer's remorse (e.g., choosing the wrong colour, change of mind, or if your pet simply does not like the toy). 
  • Please verify sizing guides carefully on our harnesses, clothing, and collar product pages before finalizing your purchase.
4. Non-Returnable Items
For health and hygiene safety reasons across our global community, the following pet supplies are strictly non-returnable and non-refundable under any circumstance:
  • Used grooming tools (brushes, nail clippers, de-shedders).
  • Used pet beds, blankets, or apparel showing signs of animal hair or wear.
  • Custom-engraved pet tags or personalized collars. 
5. Refund Processing Time
Once our support team validates your photo/video evidence, your refund will be processed immediately. The funds will automatically be applied to your original credit card or payment method within 5 to 10 business days, depending on your banking institution.