Refunds & Returns, Explained Clearly
This page explains how to request help with live animals, physical merchandise, damaged or incorrect items, and approved refunds. Start with the section that matches your situation and contact support before returning anything.
Do Not Send Any Item Without Authorization
Contact support first. An unapproved shipment may not be accepted or connected to your order. Live-animal arrival concerns must follow the separate Live Arrival Guarantee.
What Type of Help Do You Need?
Select a topic for the relevant process. These summaries work together with the site’s Terms and Conditions and published support policies.
Live animals
Live animals are not handled as ordinary merchandise returns. If an animal arrives with a qualifying issue, follow the delivery, notification and documentation steps in the Live Arrival Guarantee immediately.
Read the Live Arrival Guarantee →Physical merchandise
Return eligibility for non-living physical merchandise depends on the item condition, packaging, product type and circumstances. Contact support for authorization before shipping any item back.
Request return authorization →Damaged or incorrect item
Keep the item and all packaging. Take clear photographs and contact support with the order number, product name and a description of the issue so the available resolution can be reviewed.
Report an order issue →Refund status
Approved refunds are sent to the original payment method. Financial institutions may require additional processing time after a refund is issued. Use My Account for order context or contact support if an approved refund remains unresolved.
Open My Account →Before Requesting a Return or Refund
Live Animals
Live animals cannot be returned through a standard merchandise process. Arrival-related concerns must follow the timing, evidence and contact requirements in the guarantee.
Physical Merchandise
Eligibility depends on the item, its condition, original packaging and the circumstances. Approval is required before a return is shipped.
Shipping Charges
Original and return shipping charges are not automatically refundable. Any approved resolution will explain which amounts, if any, are included.
A Faster, Clearer Review Process
Provide complete information from the start so the support team can identify the order and understand the issue.
Identify the Order
Include the order number, purchaser name, email address and the exact animal or merchandise item involved.
Document the Issue
Explain what happened and retain the item, packaging and shipping materials. Add clear photographs when condition or damage is relevant.
Contact Support
Submit the information through the Contact page. Do not ship anything until return instructions are provided.
Follow the Approved Resolution
If the request is approved, follow the provided instructions. Refunds, replacements, credits or return requirements depend on the reviewed circumstances.
Start With the Right Details
Use the support form for order-specific assistance, or check My Account for available WooCommerce order information before contacting the team.