Refund policy

Return and Refund Policy

At Spoiled Pets, we want you and your pet to be completely happy with your purchase. If something goes wrong with your order, we're here to make it right.

What We Cover

We offer refunds or replacements within 30 days of delivery for the following situations:

  • Damaged items: Your item arrived broken, crushed, or significantly damaged during shipping.
  • Defective items: Your item does not function as described or has a manufacturing defect.
  • Wrong item received: You received a different product than what you ordered.
  • Missing items: Part or all of your order did not arrive.

Please note that minor cosmetic imperfections such as loose threads, slight wrinkles, or small surface scratches from international shipping are considered normal and are not eligible for refunds or replacements.

How to Request a Refund or Replacement

Because our products ship directly from our supplier partners, we do not require you to return the item. To start a claim, follow these steps:

Step 1: Email us at customerservice@spoiledpets.ca within 30 days of delivery with the subject line "Refund/Replacement Request - Order #[your order number]".

Step 2: In your email, include the following:

  • Your full name and order number
  • A brief description of the issue
  • Clear photos or video showing the problem - please include images of the product, the original packaging, and the shipping label

Step 3: Our team will review your claim and respond within 24-48 hours. If approved, we will offer one of the following:

  • A full refund to your original payment method
  • A replacement item shipped at no additional cost
  • A partial refund if the item arrived with partial or minor damage

You do not need to ship anything back. Please do not discard the item or packaging until your claim has been resolved.

Non-Delivery Claims

If your tracking information shows your order was delivered but you have not received it, please check with neighbours, your building management, or other household members first. If you still cannot locate your package, contact us within 7 days of the delivery date and we will investigate on a case-by-case basis. We may require additional documentation to process these claims.

Refund Processing

Approved refunds are processed within 5-7 business days and returned to your original payment method. Please allow an additional 3-5 business days for the refund to appear on your statement, depending on your financial institution.

Please note that original shipping charges are non-refundable. If your order qualified for free shipping ($75 or more), no shipping charges will apply to your refund.

What We Don't Cover

We are unable to offer refunds or replacements in the following cases:

  • Requests made more than 30 days after delivery
  • Change of mind or buyer's remorse (you simply no longer want the item)
  • Items that have been used extensively and show normal wear and tear
  • Minor cosmetic imperfections from international shipping (loose threads, slight wrinkles, small scratches)
  • Orders where tracking confirms delivery but no contact was made within 7 days
  • Original shipping fees

Contact Us

For any return or refund inquiries, please email us at customerservice@spoiledpets.ca with your order number and details of the issue. We aim to respond within 24-48 hours.