30-Day Money-Back Guarantee
You have 30 days from the date of purchase to return any item for a refund. Items must be in original condition, unused, and in original packaging.
Eligibility for Returns
Items We Accept
- Orthopedic beds and pet mats (unused and unsoiled)
- Cooling mats (unused, without water damage)
- Blankets and bedding (unwashed and in original condition)
- Grooming items (unused and unopened)
- Cat products (unused and unsoiled)
- Most other pet products in resalable condition
Non-Returnable Items
- Items used, worn, or soiled
- Items washed, laundered, or damaged
- Items without original packaging or tags
- Clearance or final sale items (marked as such at purchase)
- Custom or personalized products
- Items purchased more than 30 days ago
- Items showing signs of pet use (bites, stains, odor)
How to Initiate a Return
Contact Our Support Team
Email support@catzndogz.store with your order number and reason for return. Include photos if the product is damaged.
Receive Return Authorization
We'll respond within 24-48 hours with a Return Authorization (RA) number and shipping instructions.
Pack & Ship Your Return
Securely pack the item in its original packaging and ship to the address provided with your RA number clearly marked on the package.
We Inspect & Process
Once received and inspected, we'll process your refund within 5-7 business days.
Return Shipping
Defective or Damaged Items
We provide a prepaid shipping label. Return shipping is free.
Change of Mind / Wrong Size
You pay for return shipping costs.
Canada
Average return shipping cost is $15-25 via Canada Post.
USA
Average return shipping cost is $10-20 via USPS or UPS.
Return Address
CatzNDogz Returns Department
[Return Address to be added]
Note: Do not ship returns without an RA number. Packages without authorization may not be accepted.
Refund Processing
Items in transit to us.
Inspection & verification.
Refund processing after approval.
Allow up to 3-4 weeks for full refund.
Credit Card / Debit Card
Refund credited within 5-7 business days (may take longer depending on your bank).
PayPal
Refund processed within 2-3 business days.
Store Credit
Instant credit to your CatzNDogz account.
Defective or Damaged Items
- Report the issue within 7 days of delivery with photos as evidence.
- We'll provide a free return shipping label.
- Once received and inspected, we'll either send a replacement or issue a full refund.
- Rush replacements available upon request.
Important: Damage claims must be reported within 7 days of delivery. After this period, we cannot accept damage claims.
Exceptions & Special Cases
Final Sale Items
Items marked "Final Sale" or "Clearance" cannot be returned or exchanged. These are sold as-is with no returns.
Custom or Personalized Products
Custom-made, engraved, or personalized products cannot be returned unless defective or damaged at the time of delivery.
International Orders
Returns for orders shipped outside Canada & USA may be subject to customs duties and import taxes. Please contact us before initiating a return.
Exchanges
We don't directly process exchanges, but we make it easy:
Initiate a Return
Initiate a return for the original item.
Receive Your Refund
Once the return is approved and refunded, place a new order for the item you want.
Place a New Order
Use the refund credit toward your new purchase.
Need Help?
Contact us for urgent exchanges or expedited options.
For urgent exchanges (wrong size, urgent replacement), contact us at support@catzndogz.store and we'll work with you on expedited options.
Lost or Damaged Packages in Transit
- We recommend using tracked shipping with insurance.
- If the package is lost, the shipper's insurance is responsible (not CatzNDogz).
- Keep your tracking number and receipt for proof of shipment.
- If you used our prepaid label, we'll help you file a claim.
Refund Deductions
Return Shipping Costs
For non-defective items (your responsibility).
Restocking Fee
10-15% may apply to items used or showing signs of wear.
Missing Components
If items, tags, or accessories are missing.
We'll always notify you of deductions before processing your refund.
Every Purchase Gives Hope 🐾
When you return an item, remember that a portion of every original purchase was already donated to support street dogs and cats in South Asia through our "Every Purchase Gives Hope" mission. The donation is non-refundable, as it's already been allocated to our charity partners. We appreciate your understanding! 🐾
Contact Us
We're here to help.
Have questions about our return policy? We're here to help!
CatzNDogz Customer Support
Email: support@catzndogz.store
Website: catzndogz.store
Response Time: We aim to respond to all return inquiries within 24-48 hours (business days).
Ready to start a return?
Contact our support team and we'll guide you through the process.
Start a ReturnPolicy Changes
We reserve the right to modify this Returns Policy at any time. Changes will be posted on this page with an updated "Last updated" date. Your continued use of our services after any changes constitutes acceptance of the new policy.