Refund policy

All sales are final. Because every order is packed and shipped specifically for you, we do not accept returns or exchanges for change of mind, wrong size or color selected at checkout, or products your pet does not take to. Please check sizes, dimensions and product details carefully before ordering, and email us with any questions before you buy.

 

Damaged, defective or incorrect items: If your order arrives damaged, defective, or is not what you ordered, email petssuftanusa@gmail.com within 7 days of delivery with your order number and clear photos of the item and packaging. Once we confirm the issue, we will send a replacement or refund the item to your original payment method. This is the only circumstance in which a refund or replacement is issued.

 

Lost in transit: If tracking shows no delivery within 15 business days of shipment, contact us and we will trace the package with the carrier and reship or refund if it is confirmed lost.

 

Refused or undeliverable packages: Orders refused at delivery or returned to us because of an incorrect address are not refunded.

 

Cancellations: Orders can be cancelled only if they have not yet been processed. Email us immediately after ordering if you need to cancel; once an order has entered fulfillment it cannot be cancelled.

 

Questions: Email petssuftanusa@gmail.com. Support hours are Monday to Friday, 9am to 5pm Eastern, and we reply within one business day.