Last updated: August 8, 2025

1) Overview (No-Questions-Asked)

We offer no-questions-asked returns, exchanges, and refunds.
Please submit your request within 14 days of delivery and ship items back within 7 days of approval.

Where mandatory consumer rights apply (e.g., EU/EEA right of withdrawal), we will comply with local law.

2) Who Pays Shipping

  • A. Damaged / Defective / Wrong Item on Arrival
    Return, exchange, or refund supported.
    We cover the return shipping and the re-shipping (we’ll provide a prepaid label).

  • B. Change of Mind (item undamaged)
    Return or exchange supported.
    Customer covers return shipping; for exchanges, the re-ship postage is also covered by the customer.

Items must be unused, in original packaging, with all tags/accessories. Personalized items and opened consumables (e.g., pet food) are not returnable unless defective.

3) Refund Method & PayPal Fees

Refunds are issued to the original payment method.

If you paid via PayPal, PayPal does not refund its processing fee. However, our modified refund policy is as follows: We will issue a full refund, but the specific amount refunded will be 95% of the total payment. This is because the bank charges a 5% handling fee. Occasionally, the actual payment amount may be slightly higher than the listed price due to exchange rate differences during currency conversion by some banks, although such situations are extremely rare.

Formulas

Full refund (PayPal – Modified):
refund = order value × 95%

(Note: Under this modified policy, the fixed 0.30 USD deduction mentioned previously no longer applies.)

Partial refund (PayPal):

The original partial refund formula remains unchanged for now, but note that the above-mentioned 5% bank fee and potential exchange rate differences only apply to full refunds in most cases and are not typically factored into partial refunds.
refund = partial amount × 95.6%
(Previously, the fixed 0.30 was only deducted on a full-order refund, not for partials, and this aspect remains the same except for the change in the full – refund calculation.)

Examples (USD)

Example 1 – Full refund on 100 × 95% = $95.00 refunded

Example 2 – Partial refund of 100 order
19.12 refunded
(No extra deductions, and the bank fee and exchange – rate difference considerations do not apply in this partial – refund scenario as per the current understanding.)

For other payment methods, any non – refundable processing fees follow that provider’s policy.

4) Timelines

  • Review/approval: 1–2 business days after you submit your request

  • Internal processing: 3–5 business days after we receive and verify the return

  • Bank/PayPal posting: typically 5–10 business days
    Total typical timeframe: up to 15 business days after acceptance

5) How to Start a Return/Exchange

Email info@shopcatdog.com within 14 days of delivery with:

  • Order number, full name, phone, and address

  • Reason (photos/video for damage/defect)
    We’ll reply with the return address and instructions (or a prepaid label if we cover shipping).

6) Gifts & Promotions

If your order included free gifts, please return them for a full refund.
If gifts aren’t returned, we’ll deduct their value from the refund.
If a gift is defective, we’ll replace it or credit its value.

7) Lost / Damaged Parcels & Refusals

If the outer carton is visibly damaged, please refuse delivery and contact us.
For suspected loss/damage, contact the carrier with your tracking number and notify us so we can assist with an investigation. Keep all packaging until resolved.

8) Non-returnable (unless faulty)

  • Opened consumables (e.g., food/treats)

  • Personalized or made-to-order items

  • Items returned beyond the deadline or not in resalable condition

9) Contact

Email: info@shopcatdog.com
Return warehouse address: [Room 101, Building B, No. 11 – 2, Chiwu Industrial Zone, Tongde Community, Baolong Sub – district, Longgang District, Shenzhen]