Welcome to our Return Policy page! We care about your shopping experience and understand that sometimes shopping can be confusing. Therefore, we have a flexible return and exchange policy that we hope will help you resolve any issues that may arise. Please take a moment to learn about our policies and we will support you wholeheartedly.
We support returns and exchanges within 7 natural days
If you are not satisfied with your Pet Pad purchase, there is no need to worry. We have your back with a hassle-free return and exchange policy. If you need to return or exchange your Pet Pad within 7 natural days of receiving it, simply email at: [email protected], our customer service staff, Shauna Killay will process your request within 24 hours, thank you.
1.About Return
Return Conditions
To ensure your return process goes smoothly, please note the following return conditions:
(1) Within 7 natural days after signing for the Pet Pad product, you have the right to apply for return and receive a full refund.
(2) Please note that we only accept return requests for Pet Pad products purchased at Petpadlove.com.
(3) Since our Pet Pad products are disposable daily necessities, the returned Pet Pad products must be in brand new condition. Of course, if you find a quality problem with the product after opening the package, we also support the return of Pet Pad products with slight signs of use.
(4) When returning the Pet Pad, the original outer carton packaging, plastic packaging and return label must be retained (the return label is located in the box of each Pet Pad).
About Return Shipping Costs
(1) If the reason for return is due to quality issues with our Pet Pad (such as damage, poor ability to absorb urine, leakage, etc.), Petpadlove.com will bear the return shipping costs.
(2) If you want to return the Pet Pad for personal reasons (such as not liking it, not wanting it, ordering the wrong product, ordering the wrong product quantity, etc.), the return shipping fee will be borne by you.
Return Steps
If you need to return the Pet Pad, you can choose the following two methods to apply for return:
(1) Contact customer service via email to apply for return
Please contact our customer service Shauna Killay at [email protected] within 7 natural days after receiving the Pet Pad, and we will prioritize your return order.
(2) Apply for return on the account orders details page
You can also log in to your account and go to the account orders details page to apply for a return according to the prompts on the page.
Step
- Log in to your account.
- Enter the account orders details section.
- Select the order you want to return.
- Click the corresponding button and follow the prompts to complete the return application process.
Please return Pet Pad products to our warehouse at 1917 Railroad Ave, Clovis, California, 93612. Please be sure to return the pet pad in its original packaging. In order to process your return order faster, please attach a return label containing the order number and reason for return to the package and return it with the Pet Pad.
About the return label: Our return label is located inside the original product packaging, please make sure the original packaging and return label are intact.
Once you have shipped your return, please send a return notification email to [email protected] and include the name of the shipping company and tracking number.
Once we receive your returned Pet Pad, we will initiate the full refund process.
2.About Exchange
Exchange Conditions
If you need to exchange goods, please note the following exchange conditions:
(1) You have the right to request an exchange of Pet Pad products within 7 natural days after receiving them.
(2) We only accept exchange requests for Pet Pad products purchased on Petpadlove.com.
(3) You can exchange a Pet Pad for the exact same item in the same order (which means it must be the same product number).
(4) Only one exchange is allowed for each Pet Pad per order (except for quality issues), and there is no need to worry about any exchange fees.
(5) Exchanged Pet Pad must retain the original packaging and the return label inside the packaging when being shipped.
About Exchange Shipping Costs
– If the reason for exchange is due to quality issues with our pet pads (such as damage, poor urine absorption, leakage, etc.), Petpadlove.com will bear the exchange shipping costs.
– If you want to replace the pet pad with a new one due to personal reasons, the exchange shipping fee will be borne by you.
Exchange Steps
If you would like to replace your Pet Pad product, please contact Shauna Killay via email at [email protected] within 7 natural days of receipt of your pet pad product.
Of course, you can also apply for an exchange directly in our account orders details according to the page operation prompts.
Please return your Pet Pad in its original packaging to 1917 Railroad Ave, Clovis, California, 93612 (return label needs to be included).
Once your pet pad is shipped, please email [email protected] with the name of the shipping company and tracking number.
Once we receive your exchange, we will ship out your new pet pad within 2 business days.
3.About product re-listing fees
You don’t need to worry about the cost of relisting your products, we won’t charge any related fees.
4.About Refunds
Regarding refunds for returns
If you apply for a return and send back the returned Pet Pad product, we will initiate the full refund process after receiving your return express. The refund amount will be returned to your account within 1-2 business days.
Regarding refunds for canceled orders
If you successfully apply to cancel your order, we will refund the full amount to your account within 1-2 business days.
Please note that refund time will vary depending on the payment method you choose, usually 1-2 business days, and we appreciate your patience.
If you have not received your refund after 2 business days, please contact Shauna Killay immediately by emailing [email protected].
Other issues you may be concerned about:
1. How to check my order information?
After the order payment is successful, you can check the order status in your account orders details.
If you need to cancel an order, you can modify it within 1 hour after placing the order. This includes modifications such as canceling the order in whole or in part, changing the address, changing the delivery method, and adding, exchanging or removing items from the order.
After 1 hour, the order will be processed and cannot be modified or canceled.
If you confirm that you need to cancel the order or change the order information, please modify the order information in the account order details within 1 hour after placing the order, and contact Shauna Killay by sending an email to [email protected].
2. What should I do if my Pet Pad product is damaged during transportation?
To ensure that you receive a complete Pet Pad, we will thoroughly inspect the Pet Pad as well as its packaging before shipping to ensure it is in original condition. If the pet pad is damaged when it arrives (such as damaged packaging, damaged product, water ingress, etc.), please send an email to [email protected] in time, contact person: Shauna Killay, and we will arrange a return or exchange for you as soon as possible.
Thank you for your support! If you have any questions or special needs regarding shipping, please feel free to contact Shauna Killay via email at [email protected] or call directly: +(1) (659) 233-9416. We will handle your question and give you a reply within 24 hours after receiving the message. Your satisfaction is our primary concern and we look forward to providing you with excellent service.