Refund policy

REFUND & RETURN POLICY

Our Commitment to You and Your Pet

Thank you for shopping with us! We want you and your pet to absolutely love your new furniture and accessories. If an item isn’t the perfect fit for your home, we are here to help make it right with a straightforward returns and exchange process.

1. 30-Day Return Window

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return or refund.

To be eligible for a return:

  • The item must be in the same condition that you received it.

  • It must be unused, unwashed, and free of any pet hair, stains, or odors.

  • It must be returned in its original packaging, including all structural padding, hardware, and assembly instructions.

Note: For hygienic and safety reasons, we cannot accept returns on items that show signs of animal use or wear.

2. Damages, Defects, and Incorrect Items

Please inspect your order upon receipt. If your item arrives damaged during transit, has a manufacturing defect, or if you received the wrong item, please contact our customer support team within 48 hours of delivery.

To expedite your claim, please provide:

  1. Your order number.

  2. Clear photos of the outer shipping box (especially if damaged).

  3. Clear photos or videos showing the issue with the product.

Once verified, we will arrange for a brand-new replacement component or a full replacement item to be sent to you immediately at zero additional cost.

3. Return Shipping Logistics

Because our product line includes large structural furniture (such as multi-tier cat trees and wood pet houses), please review our return shipping guidelines carefully:

  • Change of Mind / Customer Preference: If you are returning an item simply because you changed your mind or ordered the wrong size/color, the customer is responsible for covering the return shipping costs.

  • Oversized Shipments: We highly recommend using a trackable shipping service and purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and we cannot issue refunds for items lost or severely damaged by the carrier during their return journey.

4. How to Initiate a Return

  1. Contact our dedicated support team via email with your order number and the reason for your return.

  2. If your return is approved, our team will send you the correct return warehouse address and detailed instructions on how and where to send your package.

  3. Please do not send your purchase back to the manufacturer or the original shipping address on the box without contacting us first, as it cannot be processed there.

5. Refunds and Processing Times

Once your return is received at our fulfillment center and thoroughly inspected by our quality control team, we will notify you via email regarding the approval or rejection of your refund.

  • Approved Refunds: If approved, your refund will be processed automatically and credited back to your original payment method (Credit Card, PayPal, Shopify Payments, etc.).

  • Timeline: Please allow 5 to 10 business days for your bank or credit card company to process and post the refund to your account after we issue it.

If you have any questions regarding dimensions, materials, or assembly before making a purchase, please reach out to our support team—we are happy to help you pick the perfect item for your pet!