We are certain that you will adore your My Pets Hub order when it arrives, but if you don't for any reason, please just drop us a quick line via our contact us page and we will make it right.
Our Returns Policy
Our policy lasts 30 days. If 30 days have gone by since you have received your item according to your tracking number, unfortunately we can’t offer you a refund or exchange. You must reach out with an inquiry within this time window to be eligible for a return or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Partial Refund & Store Credit
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item returned to sender without being delivered. Shipping costs will be deducted from your refund total. We can only process the refunds once the returned order has been received by our warehouses.
- Misinterpretation of product listing despite clear indications for regular priced items
- Discounted items
- Any item purchased with promotional codes
Cancelling orders is only possible if your order has not shipped. If your order has shipped, we cannot provide a refund until the item is sent back to our warehouse.
Our Returns Process
Step 0: Read our refund policy above to determine whether your order qualifies to be refunded/returned.
Step 1: Submit an inquiry including your reason for return at https://mypetshub.myshopify.com/pages/contact-us
Step 2: We confirm the refund amount you qualify for depending on your reason for return and items in your order.
Step 3: We provide the return address and shipment labelling instructions. If you do not follow our instructions, we cannot give you your refund!
Step 4: You ship the item at your own cost. We do not cover the cost of return shipping or provide pre-paid labels! Please print out your order confirmation email and include it in the returning package.
Step 5: Notify us via email that you have sent your return and provide us with your tracking number if applicable.
Step 6: We will process your return within 10 business days of receiving your returned items.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet after 10 business days of the product arriving in our warehouse, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us through our contact page.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us a message through our contact page.