Refund policy

Return Policy

We offer a 30-day return policy. You have 30 days after receiving your item to request a return.

To be eligible for a return:

  • The item must be unused, unwashed, in its original packaging, and with all original tags, accessories, labels, and protective materials included.
  • Items showing signs of use (such as fur, odors, stains, or damage) will not be accepted.
  • Proof of purchase is required.

To start a return, please contact us at zeling10114@gmail.com. Once approved, we will provide the return address and return instructions.
Do not send items without return approval. Unapproved returns will not be accepted.

Return Shipping Costs

  • If the return is due to a defective, damaged, or incorrect item, we will cover the return shipping costs.
  • If the return is for personal reasons (such as a change of mind), the customer must cover both the return shipping and original shipping costs.
  • All returns must be shipped using a trackable method. We are not responsible for returns lost in transit without a tracking number.

Refunds

Once we receive and inspect your return, we will notify you of the result.
If approved, your refund will be processed within 10 business days to your original payment method.
Your bank or card provider may take additional time to complete the process.
Refund requests made more than 90 days after delivery will not be accepted.
If more than 15 business days have passed since your refund was approved, please contact us at zeling10114@gmail.com .

Damages and Issues

Please inspect your order upon arrival. If the item is defective, damaged, or incorrect, contact us immediately so we can resolve the issue.

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on:

  • Bedding, hideouts, or accessories that have been used or unsealed
  • Items that have come into contact with animals
  • Opened food, treats, or grooming products

If you’re unsure whether your item is eligible for return, please contact us before sending it back.

Exchanges

We do not offer exchanges. If you need a different item, please return the original item for a refund and place a new order.

Abuse of Return Policy

If we notice a pattern of excessive returns without valid reasons, we may restrict future purchases or apply handling fees.

European Union 14-Day Cooling-Off Period

If your order was shipped to the EU, you may cancel or return your order within 14 days of delivery without providing a reason.
The item must be in unused condition with original tags and packaging. Proof of purchase is required.