1. Policy Overview & Return Window
We offer a standard 30-day return window from the date your package is delivered to your shipping address. To be eligible for a standard return, items must meet strict physical condition criteria:
Key Eligibility Conditions
Return Window: 30 Days Post-Delivery
Item State: Unused, Unwashed, & Unaltered
Packaging: Original Tags & Boxes Included
Proof required: Valid Order # or Receipt
Support & Returns Depot
Merchant Contact: Customer Care
Support Email: [email protected]
Returns Location: Lisle, IL 60532
RMA Authorization: Mandatory Prior to Dispatch
2. Product-Specific Return Guidelines
Because pet products involve specific health, hygiene, and personalization standards, different conditions apply across our catalog categories:
| Product Category | Return Conditions & Eligibility Criteria | Refund Eligibility Status |
|---|---|---|
| Cat Scratching Boards | Must be completely unused, free of cat fur, pet scent, or applied catnip. Cardboard or sisal fibers must show zero claw marks or physical wear. | Eligible (Full Purchase Price) |
| Dog ID Tags (Customized) | Custom engraved or personalized identification tags are unique and non-resalable. Non-returnable unless an error was made on our part during engraving. | Non-Returnable (Unless Defective) |
| Pet Bells & Accessories | Must include all attachment rings, clasps, and original retail backer cards. Items showing rust or scratching from pet wear are non-refundable. | Eligible (Full Purchase Price) |
3. Step-by-Step Return Authorization (RMA) Process
To initiate a return, please follow our streamlined return protocol to ensure efficient handling and timely processing at our Illinois distribution facility:
| Step | Action Required by Customer | Processing Timeline |
|---|---|---|
| Step 1 | Email [email protected] with your order number, photo of the item, and reason for return. |
Inquiry Sent |
| Step 2 | Receive a Return Merchandise Authorization (RMA) code and designated return address label from our support team. | Within 24 Business Hours |
| Step 3 | Pack the item securely in its original packaging with the RMA code written on the box and ship via tracked mail. | Customer Dispatch Window |
| Step 4 | Our intake team inspects the returned parcel upon arrival at our Lisle, IL location. | 1 - 2 Days Post-Arrival |
4. Damaged, Defective, or Misprinted Shipments
We carefully inspect products prior to dispatch; however, transit damage or manufacturing issues can occasionally occur.
- Arrival Inspection: Please inspect your parcel immediately upon arrival. If your cat scratching board arrives crushed or your dog ID tag contains a misspelling, notify us within 48 hours.
- Free Replacement Guarantee: For damaged goods or custom engraving mistakes caused by our team, we will issue a prepaid return shipping label and immediately dispatch a replacement at zero charge.