Refund policy

Refund policy

30-day returns
You have 30 days from the day your order is delivered to ask for a return.

To qualify, the item must be unused and in its original packaging. Please include your order number or proof of purchase.

How to start a return

  1. Email us at gibso300@msu.edu with your order number, the item you want to return, and the reason.
  2. We'll reply with return instructions and the address to send it to.
  3. Please don't mail anything back before you hear from us. Returns may go to a different address than the one on your package, and items sent without instructions may not reach us.

For returns that aren't due to a problem with the item (for example, you changed your mind), you pay the return shipping, and the original $7.99 shipping charge isn't refunded.

Damaged, defective, or wrong items
If your item arrives damaged, doesn't work, or isn't what you ordered, email us at gibso300@msu.edu within 30 days of delivery. Include your order number and clear photos of the problem (and of the packaging, if it was damaged). Once we've reviewed the photos, we'll either send a replacement or give you a full refund, including the shipping you paid. Usually photos are all we need. If we do need the item back, we'll tell you how to return it and cover the return shipping.

Items we can't take back

  • Items that have been used, unless they arrived damaged or defective. This includes grooming tools that have been used on a pet.
  • Items damaged after delivery through misuse or normal wear.

Exchanges
The quickest way to get a different item is to return the one you have. Once the return is approved, place a new order for the item you want.

Cancellations
To cancel, email us as soon as possible. If your order hasn't been sent to our supplier yet, we'll cancel it and give you a full refund. Orders are often processed quickly, so once an order has shipped it can't be canceled, but you can return it under this policy.

Refunds
After we receive and check your return, or approve your claim for a damaged, defective, or wrong item, we'll email you to let you know. Approved refunds go back to your original payment method within 10 business days. Your bank or card company may take a few more days to post it.

Questions?
Email us at gibso300@msu.edu.