Refunds

Our top priority is to ensure that you are completely satisfied with our services. We want you to receive your orders. That’s why we’re proud to offer 100% satisfaction guarantees, ensuring that you receive your purchases on time and as advertised.

Because our first purpose is to make our customers happy, we provide the following assurances to everyone who shops with us:

• If the item is not as described or is damaged, you will be given a refund.
• If you do not want the item you have received, we issue a refund minus the delivery costs. You must return the item to our warehouse at your expense, and it must be in new condition.

The following situations do not qualify for a refund:

• Due to an erroneous address provided you order does not arrive;

• Because of unusual circumstances beyond our control, your order does not arrive (e.g. delayed by a natural disaster).

How do we handle returns, refunds, and exchanges?

• Our customer must produce a photo evidence of a damaged or faulty product within 14 days of receiving it. A reimbursement will be paid if your claim is granted.
• Our customer must file a claim with the shipping carrier directly if the product packaging is damaged but the product itself is not.
• Missing order: If a delivery is delivered (based on a tracking number update), but our customer says they did not receive it, they must file a claim with the shipping carrier directly.

If you do not report the problem within the time range, we shall consider your item delivered and in good condition.

If any of the above scenarios occurred, you must report the problem within 14 days of receiving it. Otherwise, you agree that the goods was provided and met your expectations.

What is the procedure for requesting a refund, return, or exchange?

Returns management is an important aspect of running our business. We are here to assist you! To make this procedure go more smoothly, we’ve put together the following steps:

1. If our customer requests a refund, return, or exchange, please contact our Customer Support team at [email protected] and provide any supporting documentation.

2. The merchandise must be returned to our warehouse at 14460 Myford Rd, Irvine, CA 92606, USA after we have accepted the order refund, return, or exchange.

3. The merchandise must be returned with a tracking number provided by you.

4. A replacement product will be dispatched (or a refund less the shipping cost will be given back to the card or original mode of payment on file) once the tracking number has been supplied (or once we have received the returned goods).

5. A tracking number for the returned item is required for PetsImpress to mail a replacement product or execute a refund for damaged or faulty products.

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Please do not hesitate to contact us if you have any additional inquiries – [email protected]