Exchange + Return + Refund Policy

If you are not satisfied with your online purchase, we’re here to help!

EXCHANGE + RETURN

We can do return or exchange ONLY when the item is defective, damaged, or had expired when we shipped or delivered it.

Applications for return or exchange shall be made within 30 days from the date you received it (including the delivery date) to complete the transaction. Otherwise, we will not accept any application on product to be returned or exchanged.

To be eligible for a return, the item must be returned in original product packaging and are NOT used. Your item needs to have the receipt of purchase.

There are some exceptions to our policy regarding returns and refunds. These include: clearance items, litter pans/box, muzzles, sanitary products (pet diapers), cat trees, cat litter, and special orders (such as final sale items).

We also would like to hear a reasonable cause for the return!

REFUNDS

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.

If your return is approved, we will initiate an EFT refund to your bank account or original method of payment. You will receive that usually within 10 business days, depending on your card issuer’s policies.

Since we can NOT guarantee we will receive your returned item, we suggest you take a trackable shipping service and ask for the signature from the receiver.

You will be responsible for paying for your shipping costs for returning your item. Shipping charges are non-refundable unless due to an error caused by KooPets. Any merchandise that is in used condition and/or returned without the original packaging may be refused.

Additionally, if a customer makes frequent returns of the same item(s) repeatedly and/or return in bulk often, such returns may be refused in our sole discretion.

There are some exceptions to our policy regarding returns and refunds. These include: clearance items, litter pans/box, muzzles, sanitary products (pet diapers), cat trees, cat litter, and special orders (such as final sale items).

CONTACT US

If you have any questions on how to return or exchange your item to us, please feel free to contact us: 

  • Email: admin@koopets.ca
  • WeChat: thekoopets

Both English and Mandarin services are provided.