Returns & Exchanges

To be eligible for a return, your item must be in the same condition as when purchased, undamaged and unused. Also the tag and the packaging must be intact , and you also need to provide a receipt as proof.

When applying for a return, you can contact us (onceuponapet1@gmail.com). If your return meets the conditions, we will contact you with instructions on where to send the package. Items sent back to us without first requesting a return will not be accepted.

You can also contact us if you have any questions about return. (onceuponapet1@gmail.com)

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-exchangeable & non-returnable items

Certain types of items cannot be exchanged or returned, like custom products (such as special orders or personalized items, like pet ID tags). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept exchanges and returns on discounted items, sale orders, customized/personalized items or gift cards.

Pre-orders

When you purchase a pre-order, you are buying an out-of-stock or soon-to-be-available product not yet in inventory. We need to collect full payment at checkout. Pre-orders cannot be canceled, exchanged or refunded. Please consider carefully before placing an order.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

Once we receive your return, we will notify you and inform you whether your refund has been approved. If the return is approved, you will receive an automatic refund through the original payment method. Please remember that your band or credit card company may take some time to process and post the refund.