Refund policy

🐾 Happy Pet HQ — Return & Refund Policy

✅ 30-Day Return Window

You have 30 days from the date of delivery to request a return.

To be eligible, items must be:

  • Unused, unworn, and in original packaging
  • Accompanied by a receipt or proof of purchase
⚠️ Return shipping and restocking fees apply to all eligible returns unless your order arrived incorrect or damaged. These fees will be deducted from your refund.

📩 How to Start a Return

  1. Complete our Return Request Form to begin the process.
  2. Once accepted, we'll send you a return shipping label and instructions.
Items sent back without first submitting the form will not be accepted.

🐾 Damages & Issues

Inspect your order upon arrival. Contact us immediately if:

  • Your item is defective or damaged
  • You received the wrong item

We'll evaluate the issue promptly and make it right.

🚫 Non-Returnable Items

For the health and safety of pets, used or worn items cannot be returned.

The following are also non-returnable:

  • Perishable goods (food, treats)
  • Custom or personalized products
  • Muffin's Halos
  • Ruff Land Accessories
  • Custom-made tubs, tables, or similar items
  • Dean and Tyler items
  • Ruff Land Kennels (Special Editions/Special Colors; standard colors may be returned with customer-paid shipping + up to 35% restocking fee)
  • Groomer's Best items
  • Sleepypod items
  • TK Kennels items
  • K9 Kennel Store items
  • FitPaws items
⚠️ Route Shipping Insurance is non-refundable and will be deducted from any applicable refund.

Not sure if your item qualifies? Contact us — we're happy to help.

🔄 Exchanges

The fastest way to get what you need: return your item and place a new order once your return is accepted.

💳 Refunds

Once we receive and inspect your return, we'll notify you of the outcome. If approved, your refund will be processed automatically to your original payment method. Please allow a few business days for your bank or card company to post it.

❌ Order Cancellations

Orders can be canceled within 24 hours of purchase to avoid restocking or cancellation fees.

To cancel, reach us via:

  • 📞 Call or text: (650) 395-9506
  • 💬 Live chat on our website
  • 📧 Email: cs@happypethq.com
Cancellations made more than 24 hours after purchase are subject to restocking/cancellation fees.

🌿 Our Promise

We're committed to making every step of your shopping experience smooth and supportive. Questions? Reach us at cs@happypethq.com — we're always happy to help.

All quoted lead times and shipping speeds are estimates and may change without notice. Carriers may experience delays due to weather, high-volume periods, or other unforeseen circumstances. Lead times are a general guideline, not a guaranteed delivery window.