Return & Refund Policy
Thank you for choosing feltpetsupplies! We are well aware of the care and expectations that every pet owner has for their beloved dog, and we also understand the trust and appreciation when purchasing handicrafts. To ensure your shopping experience, we have formulated the following return and refund policies. Please read carefully before placing an order so that you can apply for a return or refund smoothly when necessary.
I. General Provisions
All of our products are handmade, so each item is unique. There may be slight differences in color, size and texture, which are natural features of handcrafted items and do not constitute product defects.
We promise to offer return or refund services for goods due to quality issues, incorrect shipment or damage caused by logistics.
If you request a return due to personal reasons (such as not liking the color or the size does not meet your expectations), we also support it, but the following terms and conditions must be followed.
Ii. Time Limit for Return Applications
All return applications must be made within 14 days of receiving the goods. We may not be able to process your request beyond the time limit.
Please contact our customer service team via email (support@feltpetsupplies.com) before applying for a return
Please provide the order number, the reason for the return and relevant photos so that we can review them quickly.
Iii. Return Conditions
To ensure a smooth return process, please confirm the following conditions:
The goods must be in brand new and unused condition, free from any wear and tear, stains, odors or man-made damage.
The product should retain its original packaging along with the attached labels and accessories.
Customized products (such as engraved, special colors or exclusive designs) are generally not eligible for return, unless there are quality issues or the wrong item was sent.
Gift cards, discounted items and clearance items are generally not eligible for return.
Iv. Return Process
Submit an application: Contact us via email, explain the reason for the return and attach relevant proof (such as photos).
Review and confirmation: Our customer service will reply to you within 1-3 working days and provide you with the return address and operation instructions.
Return of goods: You need to send the goods within 7 days after receiving the return confirmation and provide a valid logistics tracking number.
Inspection and processing: After receiving the returned goods, we will conduct a quality inspection. Once it is confirmed that they meet the conditions, the refund process will commence.
V. Return Shipping Fee
In case of returns due to quality issues, wrong shipments or damage during transportation, the return shipping cost will be borne by feltpetsupplies.
If the goods are returned due to personal reasons (such as disliking, not needing, etc.), the return shipping cost shall be borne by the buyer.
If the buyer refuses to accept the package, the cost of returning it shall also be borne by the buyer.
Vi. Refund Policy
Once a qualified return is confirmed, we will refund the amount of the goods through the original payment channel within 7 working days.
The refund amount only includes the actual payment for the goods and does not cover the original shipping cost (unless the return is due to quality issues).
The time it takes for the refund to be credited to your account depends on your payment method and the bank's processing period, usually ranging from 3 to 10 working days.
If a coupon or discount code is used in the order, the refund amount will be calculated based on the actual payment amount, and the discounted portion will not be refunded.
Vii. Exchange Service
Where inventory permits, we support the exchange of returned goods for products of equivalent or higher value.
If the price of the replaced product is higher than that of the original one, the customer needs to pay the price difference. If the price is lower than the original product, we will refund the difference.
The exchange process is the same as the return process. Please contact our customer service team in advance for confirmation.
Viii. Non-returnable situations
The following situations do not accept return or refund applications:
The goods have been used or damaged.
Damage caused by pet bites, scratches or human misuse.
Applications submitted beyond the return period (14 days).
A valid order number or purchase voucher cannot be provided.
Ix. Logistics damage or incorrect shipment
If the goods you receive are damaged during transportation or do not match the order, please contact us within 48 hours after signing for them and provide photos or videos as proof.
We will offer a free replacement or a full refund depending on the situation.
X. Special Notes
Due to the uniqueness of handicrafts, the details of each item may slightly differ from the pictures. This kind of difference is a normal phenomenon and does not fall under quality issues.
For returns of international orders, customs duties and shipping fees need to be taken into account. The buyer shall bear the additional costs incurred from returning the goods, unless there are quality issues or the wrong goods were sent.
We reserve the right to reject goods that do not meet the return conditions. If the returned goods are found to be non-compliant upon inspection, we may not be able to refund them and return them to the customer.
Eleven. Contact us
If you have any questions about our return and refund policy or need assistance during the return process, please feel free to contact us at any time
📧 email: fan@feltpetsupplies.com
⌚ Working hours: Monday to Friday 9:00-18:00 (Pacific time)
We sincerely hope that every customer and their pet will feel at ease and joyful during their shopping experience at feltpetsupplies. If you encounter any problems during the use of our product, please contact us immediately. We will serve you wholeheartedly.
The above return and refund policy takes effect from the date of its release and applies to all orders. Thank you for your understanding and support. Your satisfaction is the driving force for our continuous progress.