退款政策

At Maokids Pet, we want you and your furry friends to enjoy a seamless shopping experience. If you're not completely satisfied, we accept returns within 30 days of purchase under the following conditions:

Returns

  • To avoid hygiene issues between pets, all items must be brand new, unused, in their original packaging, with all tags intact.
  • Products sold at discounted prices are considered final sales and are not eligible for returns or refunds.
  • Return shipping costs are the responsibility of the customer. We recommend using a trackable shipping service for returns.

If you wish to initiate a return, please contact support@maokidspet.com.

Exchanges

We do not offer direct exchanges. To exchange an item, please return the original product and place a new order for the desired item.

Refunds

We offer two refund options:

  1. Store Credit:
    • Refunds can be issued as store credit. With this option, returns are completely free—meaning we will cover the return shipping cost. You simply need to print the prepaid return shipping label sent to you via email and drop off the package at any post office.
    • Please note, free returns are not available for pet food, large or heavy items, cat litter, or customers in remote areas. Additionally, original shipping fees are non-refundable.
  2. Original Payment Method:
    • Refunds can also be issued to your original payment method. With this option, you will be responsible for return shipping costs. Similarly, original shipping fees are non-refundable.

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed using the original payment method. Refunds typically appear on your account within a few days.

Order Changes or Cancellations

We strive to process and ship your orders as quickly as possible. Once an order is placed, it is usually shipped the same day. This means there is limited time to request changes or cancellations.

  • We can only modify your order before it is shipped, so please contact us as soon as possible.
  • Once an order is shipped, we cannot modify or reroute the package. We are not responsible for lost or misdelivered packages caused by errors in the shipping address or order details.
  • If your package is returned to us for any reason, you may be required to pay return/restocking fees.
  • Once tracking information is generated, your order cannot be canceled. Please review your order details carefully before completing your purchase.

Missing or Damaged Items

Please inspect your order upon receipt. If any items are missing, damaged, or you receive the wrong product, contact us immediately so we can resolve the issue.

Regarding Special Items

Canned Products:
During transportation, minor dents may occasionally occur. While we take great care to securely package and cushion all orders, we cannot guarantee that every can will arrive in perfect condition. Please note that minor dents on the exterior of cans do not constitute damage. Dents do not affect the freshness, safety, or taste of the food inside. Even factory-sealed packaging may sometimes contain dented cans.

Cat Litter Packaging:
During transportation, packaging may collide, causing the vacuum seal on the bags to break. This does not affect the functionality or shelf life of the cat litter. The vacuum seal primarily serves to reduce dust and minimize packaging size for easier transport. Even if the vacuum seal is compromised, the quality and effectiveness of the cat litter remain unchanged.

We always strive to deliver your products in the best possible condition. However, if you are dissatisfied with the condition of your items, due to our profit margins not covering round-trip shipping costs, you are welcome to visit our physical store for an exchange or return. Thank you for your understanding and continued support.