Super Duper Pets LLC – Return and Exchange Policy

At Super Duper Pets LLC, we want you and your pet to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a return and exchange policy to ensure a smooth experience. Please review the following guidelines for returning or exchanging items.

1. Return Eligibility

To qualify for a return or exchange, the following conditions must be met:

  • Items must be returned within 15 days from the date of delivery.
  • Items must be in original condition, unused, and in the original packaging, with all tags and labels attached.
  • We do not accept returns on items that show signs of wear, damage, or have been altered in any way.

2. Non-Returnable Items

The following items are not eligible for returns or exchanges:

  • Customized or personalized items.
  • Items marked as "final sale" or "clearance."
  • Gift cards.

3. How to Initiate a Return or Exchange

If you meet the return eligibility criteria, follow these steps:

  1. Contact Us: Email our customer support team at returns@superduperpets.com within 15 days of receiving your order. Provide your order number, a brief description of the reason for the return or exchange, and any supporting photos if necessary.
  2. Receive Instructions: Once your return request is approved, we will provide instructions on how to ship the item back to us.
  3. Return Shipping: Customers are responsible for return shipping costs unless the item was defective or incorrect. We recommend using a trackable shipping service, as we are not responsible for items lost in transit.

4. Refunds

  • Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
  • Approved refunds will be processed within 7-10 business days, and the amount will be credited to your original payment method.
  • Shipping fees are non-refundable, unless the return is due to an error on our part (e.g., defective or incorrect item).

5. Exchanges

  • If you wish to exchange an item for a different size, color, or product, please follow the same steps as for returns.
  • We will process your exchange once the original item is received in its original condition.
  • Customers are responsible for the cost of shipping the exchange unless the item was defective or incorrect.

6. Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 48 hours of receiving the product at returns@superduperpets.com. Provide your order number, a description of the issue, and photos of the damage. We will gladly offer a replacement or full refund for defective items.

7. Late or Missing Refunds

If you haven’t received your refund after 10 business days:

  • Check with your bank or credit card company as there may be processing delays.
  • If you’ve done this and still haven’t received your refund, please contact us at returns@superduperpets.com.

8. Contact Information

If you have any questions regarding our return and exchange policy, feel free to contact us at:

Super Duper Pets LLC
Email: customer.service@superduperpets.shop

We value your business and strive to ensure you and your pet are delighted with every purchase!