Returns & Refunds Policy

Last updated: October 13, 2026

Our 30-day happiness guarantee

If you're not happy with your order, contact us within 30 days of delivery at [email protected] with your order number. Damaged, defective or wrong items: we'll send a free replacement or a full refund, usually with nothing to send back. Change of mind: return the item unused, clean and in its original packaging and we'll refund the item price; you pay return shipping. Used hygiene items (grooming tools, lick mats, bedding/nests) can't be returned for change of mind. These are the full conditions of the guarantee.

Eligibility

• Change of mind: items must be unused, clean and in their original packaging.
• Hygiene items: for health reasons, grooming tools, lick mats and bedding/nests that have been used can only be returned if they arrived damaged or defective.
• Damaged, defective or wrong items: always covered within the 30 days, whether or not they've been opened.

Damaged, defective or wrong items

Email us within 30 days of delivery (the sooner the better) with your order number and a photo. We'll send a replacement or a full refund, usually without you having to send anything back.

How to return

Email us first and we'll reply with return instructions and the return address. Please don't ship items back without contacting us; unannounced returns may not reach us. For change-of-mind returns, the customer pays return shipping, and we recommend a tracked service. Change-of-mind returns must be shipped back within 14 days after we send return instructions. [NEEDS DERRICK: US return address, or confirm your supplier's returns address and process]

Refunds

We issue refunds to your original payment method within 5 business days after we receive and inspect your return (or approve your damage claim). Your bank may take another 5-10 business days to post it. Return shipping costs for change-of-mind returns aren't refundable. If an item comes back used or damaged when it wasn't eligible, we'll contact you before deciding on a partial refund.

Exchanges

We don't do direct exchanges. Return the unused item under the guarantee (you cover return shipping) and place a new order, or email us and we'll help.

If something's wrong, please contact us first; we can usually fix it faster than a chargeback.

Contact

[email protected]
[NEEDS DERRICK: legal business name, e.g. your LLC, or your full legal name if a sole proprietor]
[NEEDS DERRICK: business mailing address for legal notices (a PO box or registered agent address is fine)]