Return & Refund Policy

To be eligible for a return, all of the following conditions must be met.

General Conditions

• Items must be in their original condition, with no signs of use, and with all original tags, stickers, and protective wrap.
• Please keep the outer shipping box in case you decide to return the item. It is required for us to provide a prepaid return label, and it significantly reduces processing time and the risk of damage during return transit.

Category-Specific Conditions

• Toys & Beds: For hygiene reasons, these items can only be returned if the packaging seal is unopened. Once opened, they are not eligible for return except in the case of a manufacturing defect.
• Steps, Carriers, Dining Bowls & Accessories: Eligible for return under the General Conditions above, provided they show no signs of use.
• Defective Items: Items with a manufacturing defect can be returned regardless of the conditions above. Please contact us with photos so we can resolve it for you.

Signs of use that will disqualify a return (include, but are not limited to):

• Pet hair, stains, or dust on the product
• Scratches or scuff marks
• Structural damage or broken components
• Torn, missing, or damaged inner protective wrap

Non-returnable items:

• Sale or clearance items

If your item was damaged during shipping, or your package has not arrived and is confirmed lost by the carrier, please contact us immediately at help@designforpets.co.

If your item arrived damaged or defective: Report within 3 business days of delivery, along with photos of the outer box and the item itself, so we can confirm what happened and process your resolution as quickly as possible.

If your package is lost (didn't arrive): Report within 3 business days of the expected delivery date so we can begin looking into the tracking details while the shipment is still traceable with the carrier. You are also welcome to contact your local carrier directly, as they may be able to locate the package or provide details faster.

If delivery is confirmed with Proof of Delivery: If the carrier confirms delivery with a POD record or photo, the shipment is considered successfully delivered on our end. If you believe there is an issue despite a POD being on file, please contact the carrier directly to open a dispute, as we are unable to file claims once delivery is confirmed. If you live in an apartment or shared building, we recommend checking with building management or camera footage for misplaced packages. We may also reach out to the carrier, but a resolution is not guaranteed.

Items must be dropped off with the carrier within 21 days of your delivery date.

To start a return, email us at help@designforpets.co with the following:

• Your order number
• A brief reason for the return
• Photos of the product, the packaging the item is currently in, and the outer shipping box

Our team will respond within 2 business days.

If you have the original outer shipping box: We will provide a prepaid return label, whether the return is due to a defect or error on our part, or personal preference (change of mind, wrong size, color, etc.). For defective items or our error, the label is free of charge. For all other returns, the cost of the label will be deducted from your refund.

If you no longer have the original outer shipping box:

• Defective item or our error: Please contact us and we will work with you on a case-by-case basis.
• All other returns (personal preference, change of mind, wrong size, color, etc.): You are responsible for arranging and covering your own return shipping. Please use a trackable shipping service and share the tracking number with us once shipped, as we cannot confirm receipt or process a refund without proof of delivery. If you are using your own packaging, please make sure it is secure enough to prevent damage during transit, as we are unable to process claims for damage caused by insufficient packaging.

The following fees apply to all returns, except where the item is defective or an error was made on our part:

• 10% restocking fee, deducted from your refund
• Return shipping cost, deducted from your refund (if applicable)

Once we receive your returned item, our team will inspect it before approving a refund. Items showing signs of use — including pet hair, stains, dust, scratches, or structural damage — will not be eligible for a refund.

Refund outcomes after inspection:

• Full refund minus applicable fees: Item is in original, unused condition with all original tags, stickers, and protective wrap.
• No refund: Item shows clear signs of use, pet contact, or damage beyond normal unboxing.

If your item is ineligible for a refund after inspection:

• You may request that the item be shipped back to you. Since no refund is being issued, return shipping costs will be charged separately via a payment link prior to reshipment.
• If you do not wish to have the item returned, we will handle it on our end.

Once your return is inspected and approved, your refund will be processed within up to 7 business days.

Refunds will be issued to the original payment method used at the time of purchase. Please note that your bank or payment provider may take additional time to post the credit to your account.

Your refund will reflect the original purchase price minus any applicable deductions, which may include:

• 10% restocking fee (where applicable)
• Return shipping cost (where applicable)

Deductions will vary depending on the circumstances of your return. We will provide a breakdown of any applicable fees before processing your refund.

We do not offer direct exchanges. If you would like a different color or size, please initiate a return for your original order (subject to standard return eligibility) and place a new order.