Return & Exchange Policy

Return & Exchange Policy
Eligibility Requirements
Given the unique needs of pet supplies (e.g., hygiene, safety for pets), our return/exchange policy is tailored to protect both you and your pet:
  • Eligible Items: Returns/exchanges are accepted within 30 days of delivery for Pet Toys, Cozy Cushion Pads, and Pet Clothing that meet these criteria:
  • Unused, unwashed, and in original condition (no pet hair, stains, scratches, or signs of wear—critical for Pet Clothing and Cozy Cushion Pads).
  • Still in original packaging with all tags, labels, and hygiene seals (if applicable) intact.
  • Pet Toys must be unchewed, with no damage to seams or parts (to ensure safety for other pets).
  • Non-Eligible Items:
  • Used or washed Pet Clothing/Cozy Cushion Pads (due to hygiene risks for pets).
  • Custom items (e.g., personalized Pet Clothing with your pet’s name, custom-sized Cozy Cushion Pads) unless they arrive with manufacturing defects.
  • Final Sale items (marked “Final Sale” on petpalshub.shop—e.g., clearance Pet Toys).
How to Initiate a Return/Exchange
  1. Submit a Request: Email back.tux_57@icloud.com with your order number, item type (e.g., “Plush Pet Toy,” “Medium Dog Cozy Cushion Pad,” “Cat Winter Pet Clothing”), and reason for return/exchange (e.g., “wrong size for Pet Clothing,” “Pet Toy is too small for my dog,” “defective stitching on Cozy Cushion Pad”). Include clear photos of the item (front, back, and any defects) to speed up review.
  1. Receive Approval: Our team will review your request within 1–2 business days. If approved, we will send:
  • A pre-paid return label (if the item is defective, incorrect, or damaged—we cover return shipping costs in these cases).
  • Self-shipping instructions (you cover return costs for size swaps or change-of-mind returns; we recommend using a trackable shipping method for Cozy Cushion Pads or bulky Pet Toys).
  1. Ship the Item Back: Send the eligible item to our address (2162 NW 55th Way, Lauderhill Florida 33313, United States) within 7 days of approval. Include a copy of your order confirmation and a note with your request details (e.g., “exchange for Large Pet Clothing”).
Refund & Exchange Timelines
  • Refunds: Processed within 5–7 business days of receiving and inspecting the item (we verify condition to ensure pet safety). Refunds are issued to your original payment method, and you will receive an email once the refund is complete.
  • Exchanges: We will ship your replacement item (e.g., a larger Cozy Cushion Pad, a more durable Pet Toy) within 1–2 business days of verifying the returned item meets eligibility requirements. Exchange shipping within the U.S. is free for non-custom items.