Returns and Refunds
Returns and Exchanges
We strive to offer the best possible experience, but we know that sometimes things can happen. So, we are prepared to help you deal with certain situations. Below are the guidelines for refunds and exchanges.
USA Domestic only
You can ask for a refund within 15 days of delivery.
We accept refunds for items that are damaged. Returns must be submitted in the same state as received, in the original packaging, including the receipt and tracking info.
Our policy lasts 15 days after delivery. If 15 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
The first step is contacting cs@ThumbsPets.com Subject: Return or Exchange, with your tracking number and receipt, plus photographs that show the damage, plus the reason for requesting a refund. Once your item is approved (about 1-3 business days), you can return your item at the address you are given. You will receive a refund within a few business days after the item is approved.
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.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable).
Any item that is returned more than 15 days after delivery is not eligible for a refund. You are responsible for the shipping fees back to us.
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 5 business of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, 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.
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 an email with photos indicating the damage at ThumbsPets@gmail.com. Once we will look at it, we will send you a response to let you know if your exchange was approved.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. We do not ship internationally at this time, only within the US.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. We are located in the greater Los Angeles area, California.