Returns & Refunds

In short

  • If something arrives damaged, defective, not as described, or is the wrong item, contact us within 30 days of delivery with photos. We will refund or replace it, and you do not need to send it back.
  • If a package is lost, we will refund or reship it.
  • You can cancel for a full refund before your order is sent to the supplier.
  • We do not accept returns for change of mind.

Damaged, defective, not as described, or wrong item

Email us within 30 days of delivery with photos of the item and the packaging, and your order number. We will refund or replace the item, at our choice. You do not need to return it.

Lost packages

If your order has not been delivered after the estimated delivery time has passed, contact us and we will refund or reship it.

Cancellations

You can cancel an order for a full refund any time before it is sent to our supplier. Email us as soon as you can, because we send orders within 2 business days. Once an order has been sent to the supplier, it cannot be cancelled, and the policies above apply when it arrives.

Change of mind

Because our products ship directly from overseas suppliers, we cannot accept returns for change of mind. Opened bedding, sand and other consumable items cannot be returned for hygiene and animal-welfare reasons. If one of these arrives damaged, defective or not as described, it is still covered above.

How refunds are paid

Approved refunds go back to your original payment method within a few business days after approval. Your bank may take additional time to show it.

How to reach us

Email us at [email protected], or write to Ben ep, 2300 Devonport Rd, Knoxville, TN 37920.