Return & Exchange Policy
We want you and your pet to be completely satisfied with your purchase. Due to the nature of these products (hygiene, assembly, pet safety), please review this policy carefully.
Return Window & Condition
You have 30 days from delivery to initiate a return. Items must be in new, unused condition, in their original, undamaged packaging with all parts and accessories intact. For pet beds, they must be unopened and sealed; for feeding bowls, unopened; for cat climbing frames, unassembled.
Non-Returnable Items & Conditions
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Used items: Pet beds that have been used or show signs of pet hair/stains; feeding bowls that have been used for food/water; cat climbing frames that have been assembled or show signs of wear.
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Hygiene items: Pet beds and feeding bowls due to sanitary reasons.
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Final sale items: Marked "Clearance," "As-Is," or "Final Sale."
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Missing/damaged packaging: Items must be returned with original packaging intact.
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Items damaged due to customer misuse or accidents.
Return Process & Fees
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Contact us for a Return Authorization (RMA) number within 30 days. Returns without RMA will not be accepted.
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Pack items securely in original packaging with all parts. Cat climbing frames must be disassembled and returned in original boxes.
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Customer pays return shipping. For large items (cat climbing frames), costs can be significant. We recommend trackable, insured service.
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A 15-20% restocking fee may apply.
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Refund issued within 10-15 business days after receipt and inspection. Original shipping fees non-refundable.
Damaged or Defective Items
Inspect your shipment immediately upon delivery. Contact us within 48 hours with clear photos of the damage and packaging. We'll arrange a replacement, part shipment, or refund.
Missing Parts
If your cat climbing frame arrives missing hardware or parts, contact us within 7 days. We'll ship missing parts free of charge.