Return & Refund Policy

30-Day Return Window

You have 30 days from the date you receive your order to request a return or exchange. After 30 days, we are unfortunately unable to offer a refund or exchange.

To be eligible for a return, your item must be unused, in its original packaging, and in the same condition you received it.

Damaged or Defective Items

If your order arrives damaged or defective, please contact us within 30 days of delivery with:

  • Your order number
  • Clear photos or a short video showing the damage or defect
  • A brief description of the issue

Once we verify the issue, we will offer you a full refund or a free replacement — your choice. You will not need to return the damaged item in most cases.

Wrong Item Received

If you received the wrong product or a different size/colour than what you ordered, contact us within 30 days of delivery with a photo of the item you received. We will send you the correct item at no extra cost, or issue a full refund.

Order Not Received

If your order has not arrived within the estimated delivery window, please reach out to us. We will investigate the shipment status and, if the package is confirmed lost, we will issue a full refund or send a replacement at no additional cost to you.

Please note: Shipping times may vary as our products ship internationally. Most orders arrive within 10–25 business days, though some destinations may take longer. You will receive a tracking number via email once your order ships.

Change of Mind

If you simply changed your mind about a purchase, you may request a return within 30 days of delivery. The item must be unused and in its original packaging. In this case:

  • The customer is responsible for return shipping costs
  • A refund will be issued once we confirm the item has been returned in its original condition
  • Original shipping fees are non-refundable

Order Cancellations

You may cancel your order for a full refund before it has been shipped. Once an order has been dispatched, it cannot be cancelled — but you can still return it under this policy once it arrives.

Non-Returnable Items

The following items cannot be returned or refunded:

  • Items that have been used, washed, or altered
  • Customized or personalized products (e.g., engraved pet tags)
  • Items returned more than 30 days after delivery
  • Items without proof of purchase

How Refunds Are Processed

Once your return or claim is approved, your refund will be processed to your original payment method within 5–10 business days. Depending on your bank or credit card company, it may take an additional billing cycle for the credit to appear on your statement.

Exchanges

If you'd like to exchange an item for a different size, colour, or product, please contact us. We'll do our best to accommodate your request. If the replacement item has a different price, we will adjust the charge accordingly.

Contact Us

To initiate a return, exchange, or damage claim, email us at customerservice@spoiledpets.ca. Please include your order number and a description of the issue. We aim to respond within 24–48 hours.

Spoiled Pets reserves the right to update this policy at any time. Any changes will be posted on this page with an updated revision date.