Refund policy

We want you and your pet to love your order. If something is not right, we are here to help.

Returns: You can request a return within 30 days of receiving your order. Items must be unused and in their original condition and packaging. To start a return, email us at noviloss99@gmail.com with your order number and we will reply with the return address and instructions before you send anything. Items sent back without first requesting a return cannot be accepted.

Damaged, defective or wrong items: If your order arrives damaged or defective, or you received the wrong item, email us within 30 days of delivery with your order number and a photo. We will send a replacement or a full refund at no extra cost to you, and we may not need the item back.

Return shipping: We cover the cost for damaged, defective or incorrect items, and you usually do not need to send them back. For change-of-mind returns, return shipping is paid by the customer. Returns go back to our warehouse, which may be outside the United States, so postage can cost more than for a domestic parcel. We will give you the address first, so you can check the cost before deciding to return.

Cancellations: Changed your mind before your order ships? Email us as soon as you can. If your order has not been processed yet, we will cancel it and refund you in full.

Refunds: Once your return is received and inspected, we will email you to confirm. Approved refunds go back to your original payment method within 10 business days. Your bank may take a few extra days to show it.

Exceptions: Gift cards cannot be refunded. For hygiene reasons, toys and beds that have been used by a pet cannot be returned unless they are damaged or defective. Personalized items, such as an engraved name tag, are made just for you, so they cannot be returned unless they arrive damaged or defective or we made a mistake on the engraving.

Questions: Email us at noviloss99@gmail.com and we will be happy to help.