Refund policy

We want you and your pet to be completely happy with your purchase. If something isn't right, we're here to help. We get it—sometimes things don’t work out (even if your pet loves the box it came in more!).

 

Return Policy

 

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must meet the following criteria:

  • It must be in the same condition that you received it: unused, unchewed, and unwashed.

  • All original tags must be attached.

  • The item should be in its original packaging where possible.

Unfortunately, if an item has been used, altered, or damaged by your pet, we cannot accept it for a return.

 

How to Initiate a Return

 

To start a return, please email us at [your support email] with the following information:

  1. Your Order Number.

  2. A brief reason for the return.

If your return is accepted, we’ll provide you with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

 

Damages and Issues

 

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item. We will evaluate the issue and work quickly to make it right.

 

Refunds

 

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund, typically within 5–10 business days.

 

Non-Returnable Items

 

Certain types of items cannot be returned, including:

  • Perishables (such as treats or food)

  • Gift cards

  • Final sale items

  • Items that have been visibly used or are not in a resellable condition.

 

Return Shipping

 

As a small business, customers are responsible for covering the shipping costs for returning an item. Shipping costs are non-refundable.

If you are returning an item due to an error on our part (e.g., it was damaged or incorrect), we will cover the return shipping costs.

Got Questions? If you have any questions about our return policy, please don't hesitate to contact us at hey@thezoomiesco.com We’re always happy to help (and yes, we always welcome pictures of your pets!).