RETURNS & REFUNDS POLICY

Last Updated: May 29, 2026

Welcome to Whisker & Wag Online Pet Store. We want you and your pets to be happy with every purchase. Please read our Returns & Refund Policy carefully before placing an order

1. General Information

As a dropshipping business, products are shipped directly from our suppliers and fulfillment partners. We aim to provide quality pet products and excellent customer service.

If you experience any issues with your order, please contact us at:

Email: whiskerandwagonlinepetstore@mail.com

Business Hours: Monday – Friday, 9:00 AM – 5:00 PM

2. Return Eligibility

You may request a return or refund if:

• Your item arrives damaged

• Your item is defective or faulty

• You receive the wrong item

• Your order is lost in transit

• The item significantly differs from the description

To be eligible for a return:

• You must contact us within 14 days of delivery

• The item must be unused and in original packaging where applicable

• Proof of purchase and clear photos/videos of the issue may be required

3. Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

• Opened pet food or treats

• Used pet bedding or grooming items

• Personalized/custom-made products

• Clearance or final sale items

4. Change of Mind

Due to the nature of dropshipping, we generally do not accept returns for change of mind, incorrect sizing, or accidental purchases.

However, please contact us and we will do our best to assist where possible.

5. Damaged or Incorrect Orders

If your item arrives damaged, defective, or incorrect:

Contact us within 48 hours of delivery
Include your order number and photos of the item and packaging
We will review your request and offer:

○ A replacement

○ Store credit

○ A full or partial refund

6. Refunds

Once approved, refunds will be processed back to your original payment method within 5–10 business days.

Please note:

• Shipping costs are non-refundable unless the issue was our fault

• Processing times may vary depending on your bank or payment provider

7. Order Cancellations

Orders may only be cancelled within 12 hours of purchase. Once processing or shipping begins, cancellations may not be possible.

8. Return Shipping Costs

• Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect

• We recommend using a tracked shipping method, as we are not responsible for lost returns

9. Lost Packages

If your package is marked as delivered but has not arrived:

• Please check with household members or neighbors

• Contact your local courier

• If the issue remains unresolved, contact us and we will assist where possible

10 Contact Us

If you have any questions regarding returns or refunds, please contact:

Whisker & Wag Online Pet Store
Email: whiskerandwagonlinepetstore@mail.com