We take immense pride in the quality of our clothing and footwear products and adhere to strict quality control measures throughout our production and supply chain. However, if you encounter any issues after receiving your item, please don’t hesitate to email our customer service team at [email protected].

Return Policy

Return Timeframe

You have the option to return or exchange your purchased clothing and footwear items within 30 days from the date of receipt.

Return Shipping Arrangements

  • You can either call the post office to schedule a collection or drop off the package at your nearest post office.
  • The decision to reimburse the return shipping freight depends on the reason for the return:
    • If the return is due to our responsibility (e.g., receiving incorrect or damaged items), we will cover the return shipping cost.
    • If the return is caused by consumer – related factors, such as the product not meeting expectations, wrong size or color, change of mind, wrong item or quantity ordered, or not reading the product description thoroughly, the consumer is responsible for the shipping fee. The specific amount will vary based on the express company you choose.

Handling Incorrect or Damaged Items

If you have received incorrect items or items that are damaged, please take clear photos of the issues and contact our customer service team as soon as possible. We will assess the situation and either re – ship the correct items or provide a refund compensation accordingly.

Return Address

Before sending back the products, it is essential to contact our customer service team first to obtain the correct return address.

Return Requirements

  1. For Non – Quality Issue Returns: We expect customers to return clothing and footwear items that are unused, undamaged, with the original tags still attached, and in their original packaging material.
  2. Pre – Approval: Customers must seek approval from the petdshop customer service team before shipping the items back.
  3. Quality Issue or Incorrect Delivery: In cases where there are quality issues or incorrect products have been delivered, customers should take photos clearly showing the problem and contact customer service to get the return address.

Circumstances for Return or Refund

Customers can contact us for a return or refund under the following circumstances:

  • Items are not in their original condition, are damaged, or are missing parts due to our error.
  • Items are different from the product description.
  • Items are returned to the sender without being delivered.
  • Items are not delivered within the agreed – upon time.

Return Process

To ensure a smooth return process and minimize any potential delays, please follow these steps carefully:

  1. Contact Customer Service: If you wish to return an item, please reach out to our customer service team and provide the following information:
    • Order number
    • SKU number or product name
    • Reason for return
  2. Response Time: Our customer service team will respond to your return request within 24 hours on business days.
  3. Return Shipping: Return the items to the return address provided by our customer service team. Also, send us return proof in the form of the tracking number and a valid return receipt.
  4. Refund or Exchange: Once we have received the returned item(s), we will email you and arrange for a refund or exchange as per your request immediately.

Important Notice

  • Return Address: Please do not send your return to the sender’s address on your package. This is not the designated return address, and doing so may affect the processing of your return. Only use the address provided by our customer service team.
  • Non – petdshop Items: Ensure that you do not accidentally include non – petdshop items in your return package. We will not be responsible for returning those items to you.
  • Lost or Stolen Packages: We are not liable for any return packages that may become lost or stolen during transit. Please keep your proof of return tracking number when shipping back your returns.

Refund Policy

  • Production or Transportation – Related Issues: Any misprinted, damaged, or defective items caused by our production or transportation processes are covered at our expense. You will receive a full refund, and we will also reimburse the return shipping cost.
  • Order Cancellation:
    • Your order will be fully refunded if it is cancelled within 24 hours of purchase.
    • Your order will be fully refunded if it is cancelled before shipping.
    • We will NOT accept order cancellation requests if the orders have already been shipped.
  • Lost Parcels: If parcels are lost in transit, we will cover your loss by issuing a full refund.
  • Incorrect Address: If you provide an address that the courier is unable to recognize, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address (if applicable).
  • Wrong Address Provided: If you provide a wrong address when placing an order and do not contact us to change it, you will be responsible for all the resulting losses.
  • Used or Stained Items: Items returned with obvious signs of use, such as makeup, animal hair, dander, deodorant, perfume, or similar product stains, may be subject to denial of refund.
  • Refund Processing Time: Please note that the processing of refunds can take up to 7 business days to reflect in your account due to varying processing times between payment providers.

How to Obtain a Return Label

  1. For Defective Products: This includes situations where the product is incorrect or damaged by the carrier, which is our responsibility. In such cases, customers need to download/print the return label.
  2. For Customer Remorse: This occurs when the customer has purchased the wrong product, it doesn’t fit, or they no longer want the item. Here, it is the customer’s responsibility to obtain the return label.

If you have any queries, please don’t hesitate to contact us.

On business days, we will respond to you within 24 hours.