Refund policy

Refund Policy (Refunds & Replacements)

We want you and your pet to love your order. Please read this policy carefully before purchasing. We currently ship to the United States.

Shipping Timeline Orders are typically processed within 1–3 business days. Estimated delivery time for our oversized premium beds is 10–20 business days after shipment.

Returns Because our items are shipped vacuum-sealed for hygiene and transit efficiency, we don’t currently accept returns for change-of-mind. However, approved refunds or replacements for defective items are issued without requiring you to send the large item back.

What We Cover (Replacement or Refund After Review) 1) Damaged or defective on arrival If your item arrives damaged or with a manufacturing defect, email us within 72 hours (3 days) of delivery at support@shopfablepets.com and include:

  • Your order number

  • Clear photos of the item and packaging (including the shipping label if possible)

  • A short video clearly showing the defect

Please note: The SnugglePod™ is vacuum-sealed. You must allow 24-48 hours for the orthopedic foam to fully expand before assessing any shape-related concerns. After review, we will offer a free replacement or a full refund for verified damage/defects.

2) Wrong item, size, or color received If you received the wrong item or variant, email us within 72 hours (3 days) of delivery with your order number and photos of the item received. After verification, we will send a replacement or issue a refund.

What We Do Not Cover (No Refunds) We do not offer refunds for:

  • Change-of-mind purchases or incorrect size selection by the buyer

  • Damage caused by pets (e.g., chewing, biting, digging, or scratching)

  • Accidental damage after delivery, misuse, improper washing/drying, or normal wear and tear

Delivered But Not Received If tracking shows “Delivered” but you did not receive your package, please check your delivery location and contact the carrier first. If you still can’t locate it, contact us within 7 days of the “Delivered” scan and we will review the case.

Address Issues / Returned to Sender Customers are responsible for providing a correct and complete shipping address. If you notice an error before the order ships, contact us immediately and we’ll update it if possible. If an order is returned to sender due to an incorrect/incomplete address or refusal, we can reship (additional shipping fees may apply) or issue a refund minus any shipping costs.

Cancellations If you need to cancel or change an order, contact us as soon as possible. Once an order has been processed or dispatched, we cannot cancel or make changes.

Lost or Undelivered Packages If tracking does not show “Delivered” within 30 business days from the shipment date, the package will be considered lost in transit. In this case, we will offer a replacement or a full refund.

Refund Timing Approved refunds are issued to the original payment method. Processing times vary by bank/payment provider (typically 3-7 business days).

Contact Email: support@shopfablepets.com