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To start the return process for your order, please enter your email address or phone number and the order number below.
We have a no hassle guarantee, if you are not satisfied with your product within 60 days of the receipt of your shipment due to:
- Items that were received damaged or broken
- Clothing or Accessories that are the wrong size
- Wrong item received
- Wrong size received
Free gifts or promotional items are not returnable! Also we cannot accept returns or exchanges for items because of "changed mind".
Items must be in "new, unaltered, and unused condition" returned in a "like new resalable condition". In brief summary, we must receive returns:
- Without showing signs of odor, wear (beyond trying on for size fit), stains, or damage in any way
- Without signs of cleaning/washing with a soap or detergent
- Must include any manufacturer's packaging, tags, hangers, instructions, etc. as applicable
- Must not be a special order or a custom/personalized order
- Must have all pet hair removed from apparel items that were tried on.
Apparel items that were tried on and returned with dog hair are subject to a $5.00 cleaning fee or rejection, solely at our discretion. Before returning, patting gently with cellophane or masking tape usually works well to remove hair from items that were tried on for size.
Returned items that do not conform to the above standards will be refused and will incur additional shipping charges to be returned to you if you desire them to be returned, otherwise nonconforming items will be discarded after 30 days.
Returns of incorrect items:
If we make an error and ship you an incorrect item, please email us at support@yourstarpet.com. We will promptly make all the arrangements to correct the situation, including the return shipping of the incorrect item, and absorb all of our costs in doing so. Do not take matters into your own hands by returning the item as you see fit without contacting us first. You will likely incur costs that we cannot reimburse. Contact us and we will quickly correct the problem at no cost to you.
Please note that on apparel items, if you ordered a medium and received a medium, but it doesn't fit, that does not qualify as an incorrect item. In such a case we will be happy to exchange sizes, but you are responsible for shipping the original back to us as outlined above. If you order a medium and we ship you a small, that is an incorrect item, and we will arrange and pay for all shipping to correct our error.
Items defective or damaged in transit:
If an item shipped to you is defective or damaged, please contact Customer Support immediately at support@yourstarpet.com and do not return the item unless as instructed to when we respond. For faster service, please attach a picture and description of the damage or defect when you contact us. We may not need the item back, and if we do, we will arrange for it's return at our expense. If you return a defective or damaged item back to us at your expense without contacting us first, you will likely incur costs that we cannot reimburse.
Our policy is to only remedy defects and damaged items by shipping an identical replacement, and at our discretion requiring the return of the original if necessary, all at our expense. We will not provide an option for a full refund to remedy a defective or damaged item, only a no cost replacement. If you receive a defective or damaged item and want a refund instead of replacement, it will be treated the same as the return of a non-defective, non-damaged item (you must return it to us at your cost, and S&H costs are not refundable). Please understand that we must have this policy to discourage intentional damage by unscrupulous customers.
How to submit a request for a refund, return, or exchange.
- Enter your order number and email address in the fields above and click Start.
- Follow the instructions and select the items you want to return or exchange.
- Please give us a description of the issue.
- You will get a confirmation email with the shipping guidelines once the return request is approved
Refund and Exchange Timeframes:
If we have requested your item to be returned and you are granted a refund, you will receive it within 5-7 business days after the receipt and processing of your return.
If we have not asked you to return the item, and you are to receive a refund, you will receive it within 5-7 business days after processing your refund request.
If we have requested that you return the item for an exchange, your new item will be shipped when we receive the return.
Refunds:
There is no restocking fee on items returned for refund, but items must meet the acceptability requirements for returns/refunds stated above. Shipping and Handling charges are not refundable. If you qualified for free or a reduced cost promotional shipping charge, we will deduct our actual shipping and handling costs from your refund. Refunds will only be made back to the original source of payment used in placing the order.
On typical small apparel items returned for size exchange, you are responsible for returning the original item back to us in an acceptable condition as detailed previously, but we will ship the exchange to you no additional charge. We do charge additional for the outbound exchange shipping if you want an expedited shipping method, or if the item is excessively large and/or heavy such that it is expensive to ship.
We accept returns for exchange or refund 60 calendar days after delivery of the product. We may extend the period during the holiday season for gifts and generally will be checking the product condition much more closely than worrying about a calendar date on non-seasonal items. If a typical apparel item was only briefly tried on but didn't fit properly, and in the process was not stretched out of shape, snagged, stained, etc., all pet hair was removed afterwards, and you preserved the manufacturer's packaging, tags, hangers, etc., you will not have a problem with returns. Seasonal items (Ex.-Halloween costumes) may be returned for exchange or store credit only, not for refund. Customized/personalized items cannot be returned.
Return Address:
YourStarPet assumes no responsibility or liability for any items that are lost or damaged during return shipping and strongly suggest you use a shipping method with tracking on returns. We will only pay for return shipping of the original item if we made an error and shipped you an incorrect item (see previous section).