At Cat Dog Supply Store, we take pride in offering premium pet products for your beloved companions. While we strive for perfection in every luxury pet bed, stylish accessory, and quality toy, we understand that sometimes an exchange or return may be necessary.

Our Return Policy

We gladly accept returns and exchanges within 15 days of receiving your order. To be eligible for a return:

  • Items must be unused, in their original condition, and in the original packaging
  • All tags and labels must be intact
  • A proof of purchase or order number is required
Non-Returnable Items: For health and safety reasons, we cannot accept returns on:
  • Chew Toys (due to hygiene concerns)
  • Catnip Toys (once opened)
  • Bowls & Feeders (unless factory sealed)
  • Any personalized or custom-made items

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact Our Team: Email us at [email protected] with your return/exchange request using the template below
  2. Wait for Approval: Our customer service team will review your request within 1-2 business days
  3. Package Your Items: Once approved, securely pack the items in their original packaging
  4. Ship Your Return: Send the package to our return address (provided in your approval email)
  5. Receive Your Refund/Exchange: We’ll process your request within 3-5 business days after receiving your return

Return Shipping Information

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

Refund Information

Once your return is received and inspected, we will send you an email notification. Your refund will be processed within 3-5 business days and applied to your original payment method (Visa, MasterCard, JCB, or PayPal). Please note that shipping costs are non-refundable.

Important: Depending on your payment provider, it may take additional time for the refund to appear on your account statement (typically 5-10 business days after we process it).

Exchange Process

For exchanges (subject to availability):

  1. Follow the same return process above
  2. Clearly indicate in your email that you’d like an exchange and specify the replacement item
  3. If the exchange item costs more, you’ll need to pay the difference
  4. If it costs less, we’ll refund the difference to your original payment method

Damaged or Defective Items

If you receive a damaged or defective item from our premium collections (like our Chewy Home Collection or Bolster Beds), please contact us immediately at [email protected] with photos of the damage. We’ll arrange for a replacement or refund and cover all associated shipping costs.

Return Request Email Template

Use this template when contacting us about your return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Cat Dog Supply Store Team, I would like to request a [return/exchange] for my recent order (#[Your Order Number]). Order Date: [Date] Items to Return/Exchange: – [Product Name] (Quantity: [X]) Reason for Return/Exchange: [Please specify] For exchanges, I would like: – [New Product Name] (if available) Please advise on the next steps. I’ve reviewed the return policy and confirm the items are in their original condition with all tags and packaging intact. Thank you, [Your Full Name] [Your Email Address] [Your Phone Number – optional]

Return Address

Upon approval of your return, we will provide you with our return address. Please do not send returns to our business address as we cannot accept packages at that location.

Note: During peak seasons (holidays, major sales events), return processing may take slightly longer. We appreciate your patience as we work to maintain our high standards of customer service.

For any questions about our returns policy, please don’t hesitate to contact our customer care team at [email protected].

Thank you for shopping with Cat Dog Supply Store – where your pet’s comfort and your satisfaction are our top priorities!