Refund policy

At Top Pet Shop®, we want you and your furry family members to love every single order! If an item isn't quite right, doesn't fit, or fails to meet your expectations, our 30-Day Happiness Guarantee ensures a smooth and stress-free return process.

🛡️ 30-Day Happiness Guarantee

You have 30 days from the date your package is delivered to request a return or exchange.

To be eligible for a return:

  • The item must be in its original, unused, or like-new condition.

  • It must be free of excess pet hair, stains, or damage not caused by shipping.

  • The item must include original tags and packaging (where applicable).

🔄 How to Initiate a Return or Exchange

  1. Contact Us: Send an email to support@toppetshop.com with your Order Number, the item(s) you wish to return, and the reason for the return.

  2. Receive Return Authorization: Our customer care team will respond within 24–48 hours with return instructions and the designated return address.

  3. Ship Your Package: Securely pack the item and send it back using a trackable shipping service. (Customers are responsible for return shipping costs unless the item arrived damaged or defective).

📦 Damaged, Defective, or Wrong Items

Oh no! We inspect all items before shipment, but mistakes and transit accidents happen. If you received a damaged, defective, or incorrect product:

  • Contact us within 7 days of delivery at support@toppetshop.com.

  • Attach a clear photo or short video showing the issue along with your order number.

  • We will ship out a 100% free replacement or process a full refund immediately—no need to send the damaged item back in most cases!

💳 Refunds & Processing

  • Once your return is received and inspected by our warehouse, we will notify you via email regarding the approval or rejection of your refund.

  • Approved refunds will be automatically processed back to your original payment method within 5–7 business days.

  • Please note: Original shipping fees (if any) are non-refundable.

❌ Non-Returnable Items

For hygiene, health, and safety reasons, certain items cannot be returned once opened or used:

  • Perishable goods (e.g., pet food, treats, supplements).

  • Sanitary or grooming items that have been opened or used on a pet.

  • Gift cards and clearance/final-sale items.

🚚 Exchanging for a Different Size?

Got the wrong size harness, collar, or bed? No problem! Email us at support@toppetshop.com, and our team will help you exchange it for the right size so your pet can enjoy maximum comfort.

📩 Questions?

Have questions about our policy? Our support team is always ready to lend a helping paw!

  • Email: support@toppetshop.com

  • Response Time: 24/7 Support (usually responds within a few hours)