Hello and welcome to Pet Products Shop!
At Pet Products Shop, we’re dedicated to your complete satisfaction and your cat’s happiness. We understand that your feline family members deserve the best, which is why we’ve crafted a straightforward shipping and returns policy to ensure a purr-fect shopping experience from start to finish.
Shipping Information
We’re thrilled to serve cat lovers globally (excluding Asia and a few remote areas). Here’s what you need to know about getting your products:
Order Processing
All orders are processed within 1-2 business days after payment confirmation.
Shipping Methods & Timeframes
We offer two convenient shipping options to meet your needs:
- Standard Shipping ($12.95): Shipped via DHL or FedEx
- Delivery within 10-15 business days after shipment
- Free Shipping: Available on orders over $50, shipped via EMS
- Delivery within 15-25 business days after shipment
Please note that these timeframes are estimates and may vary due to factors beyond our control, such as customs processing or weather events.
Returns & Exchanges Policy
We stand behind the quality of our products and want you to be thrilled with your purchase. If you’re not completely satisfied, we’re here to help with our straightforward returns process.
Return & Exchange Timeframe
We accept returns and exchanges for most items within 15 days of your receipt of shipment. All returned items must be in original, unused condition with all original packaging and tags attached.
Important: Non-Returnable Items
For health and safety reasons, we cannot accept returns or exchanges on the following products:
- Cat Food & Cat Treats: All consumable products are final sale due to health regulations
- Cat Health Supplies: Medications, supplements, and opened health products cannot be returned
- Opened Cat Litter & Housebreaking: Products that have been opened or used
If you receive a damaged or defective item from these categories, please contact us immediately at [email protected] and we’ll resolve the issue promptly.
How to Initiate a Return or Exchange
Follow these simple steps to process your return or exchange:
- Contact Our Team: Email us at [email protected] within 15 days of receiving your order. Include your order number and reason for return/exchange.
- Receive Instructions: Our customer care team will respond within 24-48 hours with return authorization and shipping instructions.
- Ship Your Return: Package the item securely with all original packaging and include the completed return form. Ship to the address provided by our team.
- Processing: Once we receive and inspect your return, we’ll process your exchange or refund within 3-5 business days.
Return Shipping
Customers are responsible for return shipping costs unless the return is due to our error or a defective product. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee we’ll receive your returned item.
Refund Timing and Methods
Refunds will be processed within 3-5 business days after we receive and inspect your returned item. The refund will be issued to your original payment method:
- Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days for the refund to appear on your statement, depending on your bank’s processing time
- PayPal: 3-5 business days for the refund to appear in your PayPal account
Please note that shipping fees are non-refundable for returns that are not due to our error.
Return Authorization Request Template
Copy and paste the template below into an email to [email protected] to initiate your return or exchange:
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear Pet Products Shop Team,
I would like to request a [return/exchange] for my recent order.
Order Number: [Your Order Number]
Order Date: [Date of Order]
Product(s) to Return: [Product Name(s) and Quantity]
Reason for Return: [Please briefly explain]
Please advise on the next steps and provide return authorization.
Thank you,
[Your Full Name] [Your Email Address] [Your Phone Number – Optional]Note: For exchanges, please indicate the product you’d like to exchange for in your email. Exchanges are subject to product availability.
Questions?
Our friendly customer care team is here to help! Contact us at:
Email: [email protected]
Address: Pet Products Shop, 2425 Aspen Court, Boston, US 02110
Thank you for choosing Pet Products Shop. We appreciate the trust you place in us to provide quality products for your feline family members!