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Return Policy
Returns
Not fully satisfied with your product? No worries, we offer a free return policy within the first 30 days of your purchase for any regular-priced items. After 30 days of your purchase, we can no longer offer a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
All sales are final. There are no exchanges, returns, or refunds over clearance items unless there is a manufacturing defect present. We do not offer exchanges, returns, or refunds for buyer's remorse. Please make sure to carefully check a product's sizes and dimensions before placing an order.
We offer free returns or exchanges for any defective or damaged products. To apply for a free defective/damaged product return, we require proof of defect in either photos or videos sent to operating@petpalsgroup.com. We will provide a return label for you to ship your product back to us.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Refunds may take some time to appear back in your payment method depending on your bank's refund policies.
Shipping
Our products are shipped within 4-7 days via FedEx. To return your product, you should mail your product to 1100 N. Hellman Ave, Ontario, CA 91764, USA. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Returns due to defective or damaged products will not be charged for any shipping costs.
Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
We do not provide shipping services to the following two States, Alaska and Hawaii, and any other country outside the U.S.
Replacement Parts Policy
Receive free replacement parts within 6 months from the date of your purchase with proof of receipt and a picture of the damaged part(s) to determine eligibility.
*Exclusions apply, after we evaluate your request, we will determine if free replacement parts are approved*
Send us an email with the following:
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Picture of your receipt/proof of purchase form.
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Provide us with the name of your product/SKU number. A picture works if you don't know the name/SKU!
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Pictures of the damaged part(s).
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Address so we can send you the replacement part(s) after approval.
Receive discounted replacement parts if it's been more than 6 months but less than a year from the date of purchase. With proof of receipt and a picture of the damaged part(s).
*Exclusions apply, after we evaluate your request, we will determine if discounted replacement parts are approved*
Send us an email with the following:
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Picture of your receipt/proof of purchase form.
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Provide us with the name of your product/SKU number. A picture works if you don't know the name/SKU!
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Pictures of the damaged part(s).
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Address so we can send you the replacement part after approval/payment.
If it‘s been longer than a year since you purchased your cat tree, we offer replacement parts for purchase.
Visit our replacement parts page to see if the parts you need are listed!
If the part you need isn't listed contact us through email to see if we have parts available.
Send us an email with the following:
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Send us the name/SKU of the product so we can identify it. A picture works if you don't know the name/SKU!
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Let us know the part number you need or send a picture of it.
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Send us your address.