If we have not shipped your package from our warehouse, you can make changes to your order. But if the order is processed and shipped from our warehouse, we won’t be able to cancel or do any changes to your order.
Exchange or Refund
To raise an exchange/refund request, please follow the instructions below:
Step 1: Mention your order ID and send a photograph of the package to [email protected]
Step 2: We will send someone to pick up the product at no cost to you*. Please make sure the product remains unused with all the tags intact. Do keep the pickup slip safely with you so that we can coordinate with our delivery partners on your product.
Step 3: Once we receive your product at the warehouse and conduct a quality check, we will either offer you an exchange or refund, in accordance with our policy.
Note that in case the product for exchange is unavailable, we will offer you a refund and keep you posted on when the product is back in stock.
*Our Retail and Customer Delight representatives are qualified and experienced to support you in picking the right size for your pet, so please do reach out to them for a size recommendation before you make your purchase.
**Note that exchanges may be at a cost borne by the customer.
We will NOT accept returns or exchanges for the following items (unless received damaged or spoilt):
- Edible and perishable items like food, treats, etc
- Personalized products that are made to order
- Beds, playpens, and crates
- Dog Toys & Cat Toys
- Items purchased during sales
Returns and exchanges will also not be accepted in the following circumstances:
- If the request is initiated after 5 business days of order delivery
- Product is used or altered
- Product is damaged due to misuse/overuse by the customer
- Returned attempted without original packaging including, price tags, labels, original packing, and other accessories or if original packaging is damaged
What happens if my toy gets damaged during play?
If the purchased toy gets damaged during play, please reach out to the team within 3 days of the purchase. Our team will review the case and either issue a replacement or a credit note for the amount spent. Please note that we will not be able to resolve any grievance raised after 3 days in keeping with our Exchange & Returns policy.