Unless the item is faulty, damaged, or incorrect, the customer is responsible for the cost of return postage. There are no hidden fees, restocking charges, or other deductions applied to refunds for items returned in their original, resalable condition. If a returned item is not in its original, resalable condition (for example, missing tags or signs of use beyond trying it on), we may issue a partial refund reflecting its reduced value instead of a full refund. This is not a hidden fee, it reflects the condition of the item itself.
Refunds are issued to the original payment method used at the time of purchase.
You have 15 days from the delivery date to initiate a return or exchange for eligible items.
To begin a return:
For faulty, damaged, or incorrect items, no return is necessary; we will send a replacement directly at no cost to you. For all other eligible returns, return postage is at the customer's cost.
Returns sent without prior approval may not be accepted.
To qualify for a full refund:
If your order arrived damaged, faulty, or incorrect, please contact us immediately at contact@dogs-and-cats.co. Damaged or faulty items must be reported within 24 hours of delivery, with clear photos, video, and a detailed written explanation of the issue. No return of the original item is required; we will arrange a free replacement shipment, in line with applicable US consumer protection law. Where an item was received as advertised and you simply wish to return it, standard return postage costs apply as described above.
The following items cannot be returned or exchanged:
Once we receive and inspect your return (where a physical return is required), we'll confirm via email and issue your refund within 7 business days to your original payment method.
Please note: your bank or card issuer may require additional time to post the refund to your account.
If your package has not been delivered, please contact us at contact@dogs-and-cats.co no later than 20 days after your order date. We will open an investigation with the carrier. If the package cannot be located within 10 business days, a full refund or reshipment will be offered.
Orders that are not delivered within 30 days from the order date, based on the available tracking information, will be eligible for a full refund, regardless of whether the package is ultimately delivered after that period, provided the package status still shows as in transit at the time of your request. In such cases, the full refund will be issued without requiring you to return the package if it is subsequently delivered.
Claims submitted after 45 days from the order date cannot be accepted.
Please note that no refund will be issued if the delivery failure is due to an incorrect address provided by the customer, or the package was not collected from the post office in time.
If tracking shows "Delivered" but you have not received your package, please first check with your neighbors or building management, contact your local post office, and request proof of delivery. If the package still cannot be located, contact us with supporting documentation within the timeframes above. After investigation, we may offer a full refund, store credit, or reshipment, depending on the circumstances.
Exchanges are available for faulty, damaged, or incorrect items. Contact us at contact@dogs-and-cats.co with photos and your order number. Instructions will be provided after approval.
We're here to help you with any questions about returns, refunds, or exchanges.
Dogs & Cats is operated by EcomLift Group LLC, a company registered in the United States.