Our Return Policy lasts 30 days. If 30 days have passed after the exact date on which you received our products, we, unfortunately, can no longer offer you a refund or exchange.
Please contact our Customer Support team at [email protected]
to start the return process. Please include the following information:
- Order number
- Video or photo of the faulty product (if applicable)
- Complete delivery address
- Contact telephone number
You are required to include a video or photo of the defective product for proof in order to return the product.
Note: All Sales Are Final! All Made-to-order products cannot be returned or exchanged!
We triple check every order during the shipping process as carefully as possible, but occasionally an oversight may be made. We recommend you inspect the merchandise your order upon receipt. Problems must be reported within 24 hours of delivery of the product. If that happens, please retain all original packing material and notify us immediately. Merchandise that was incorrect due to our error will be exchanged at no charge (includes free S/H for the exchange).
Note: Unless otherwise approved by us, an incorrect product will ONLY be exchanged for the IDENTICAL or CORRECT PRODUCT originally ordered and no refunds or credits will be issued.
If a package is returned to us due to an incorrect or incomplete address, is marked “unclaimed” or “return to sender,” or has been deemed undeliverable for any reason by the final mile carrier, we will notify you by email. Once the package is delivered back to us, our returns team will process it.
Make sure you provide the correct address at checkout because we are not responsible if your order gets delivered to the wrong address.
If the logistic company charges additional fees due to any incorrect information given by the purchaser, the purchaser will be responsible for these additional fees. This includes incorrect house number, misspelled street address, or incorrect zip code.
If you contact the final mile carrier after the order has left our warehouse and ask them to forward or redirect your package, we are not responsible if that package gets lost, stolen, or damaged.
HOW LONG IS THE RETURNS PROCESS?
Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
PRODUCT RETURNS UNAUTHORIZED OR NOT IN ACCORDANCE WITH THE ABOVE POLICY
Products returned not in accordance with our above "Return & Exchange Policy" or are returned due to claims of being defective, but are found to be not defective, will be returned to the customer at their expense. If the customer refuses the product, Petorugs will retain the property of the product and No Credit, Refund or Exchange will be issued or allowed to the customer.
HOW DO I CHANGE OR CANCEL MY ORDER?
Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made. Please note that any orders that have already been produced cannot be modified or canceled.
Please be informed that a management, processing and transaction fee (15% of your total order value) will be applied for the cancellation.
LATE OR MISSING REFUNDS:
- Check Your Bank Account
- Contact Credit Card Company
- Processing USUALLY takes 1-3 business days
If you have done all of these and you still have not received your refund yet, please contact us at [email protected]
The customer is responsible for paying their own shipping costs for returning an item. Shipping charges are non-refundable. If you receive a refund, you will receive back exactly what you paid for the product and nothing more as we offer free shipping.
Depending on your country of origin, it may take anywhere from 12-20 days for US customers or up to 15-25 days for International Customers for your exchanged item to reach you.
If you are shipping items over $75, we would highly suggest shipping the product back to us with tracking so that if the product is lost in transit, it will be easier for you to prove to us that it was indeed shipped back.
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