Your Pet’s Happiness is Our Priority!

🚚 Shipping Information

📦 Order Processing

Processing Time: 1-2 business days

We’re working hard to get your pet’s new favorites ready for adventure!

⚡ Standard Shipping

Carrier: DHL or FedEx

Cost: $12.95

Delivery Time: 10-15 days after shipping

Perfect for when your furry friend can’t wait for their new toys!

🎁 Free Shipping

Carrier: EMS

Minimum Order: $50+

Delivery Time: 15-25 days after shipping

Great for stocking up on all your pet’s essentials!

📝 Note: We ship worldwide! However, delivery to some Asian countries and remote areas may not be available. Our team will notify you if we’re unable to ship to your location.

🔄 Returns & Exchanges

We understand that sometimes your furry friend’s new favorite toy might not be the perfect fit, or that bed might not be as cozy as expected. That’s why we’ve created a hassle-free return process that’s as friendly as our products!

📋 Return Policy Overview

⏰ Return Window: 15 days from delivery date

📦 Condition: Items must be unused and in original packaging

🚚 Return Shipping: Customer responsible for return shipping costs

💳 Refund Processing: 5-7 business days after we receive your return

🔍 Step-by-Step Return Process

Step 1: Contact Our Support Team

Email our pet-loving support team at [email protected] within 15 days of receiving your order. Include:

  • Your order number
  • Product name and reason for return
  • Whether you prefer exchange or refund

Step 2: Wait for Authorization

Our team will respond within 24-48 hours with:

  • Return authorization number
  • Shipping instructions
  • Return address

Step 3: Package and Ship

Securely package the item in its original packaging with all tags attached. Include the return authorization number inside the package.

Step 4: Track Your Return

Keep your return shipping tracking number – we recommend using a trackable shipping service.

📧 Return Request Template

Subject: Return Request – Order #[Your Order Number]

Email to: [email protected]

Hello Pet Supplies Shop Team,
I would like to request a return/exchange for my recent order:
Order Number: [Your Order Number]
Product Name: [Product Name]
Reason Return: [Please describe why you’re returning the item]
Preferred Resolution: [Refund / Exchange for [Product Name]]
Please provide return authorization and shipping instructions.
Thank you,
[Your Name]

💳 Refund Information

⏱️ Processing Time & Method

Processing Time: 5-7 business days after we receive and inspect your return

Refund Method: Refunds will be issued to your original payment method

Deductions: Original shipping costs are non-refundable

💸 Payment Methods

Visa/MasterCard/JCB: 3-5 business days to appear on your statement

PayPal: Refunds processed immediately to your PayPal account

🚫 Non-Returnable Items

To ensure the health and safety of all our furry customers, we cannot accept returns on the following items:

🐕 Chew Toys & Balls

For hygiene reasons, we cannot accept returns on items designed for chewing or mouth contact

🍽️ Bowls & Feeders

Food and water containers for health and safety reasons

🧼 Cleaning & Potty Products

Hygiene and sanitation products

📦 Opened or Used Items

Any product that shows signs of use or damage to original packaging

🎀 Personalized Items

Custom collars or clothing with personalized elements

🔄 Exchange Policy

We’re happy to help with exchanges for different sizes or colors of the same item, subject to availability. Exchanges follow the same process as returns, and we’ll ship your new item once we receive the original.

❗ Damaged or Incorrect Items

If you receive a damaged item or wrong product, contact us immediately at [email protected]. We’ll arrange for a prepaid return label and expedite your replacement at no additional cost.

🐶 Need Help? We’re Here for You!

Our support team of fellow pet parents understands that returns happen – we’re here to make the process as smooth as possible for you and your pet!

📧 Email: [email protected]

🏠 Address: 1716 Owen Lane, Akron, US 44308

⏰ Response Time: Typically within 24-48 hours

🐱 Thank you for shopping with Pet Supplies Shop! 🐶

We’re committed to ensuring both you and your pet are completely satisfied with every purchase. Your happiness is our priority!