Shipping, Returns, Refunds & Happiness Guarantee

OUR SERVICE PROMISE

The JoPets 30-Day Happiness Guarantee

Our Happiness Guarantee means we will stand behind the products we sell and work in good faith to resolve eligible concerns reported within 30 calendar days after carrier-confirmed delivery. Depending on the circumstances and applicable law, JoPets may authorize a return, replacement, refund or other appropriate resolution.

This Guarantee applies only to purchases made directly through JoPets.com by the original purchaser. It does not cover misuse, accidents, failure to follow instructions, ordinary wear and tear, chewing, scratching, pet-caused damage, loss, theft, unauthorized modification or products purchased from another seller.

U.S. FULFILLMENT

Shipping and delivery

Where we ship

JoPets currently fulfills orders to valid deliverable addresses within the United States. Products may ship from different vetted U.S. fulfillment partners, so a single order may arrive in multiple packages and on different dates.

Destination limits: Automatic checkout and the published standard/free-shipping schedule are limited to the contiguous 48 states and the District of Columbia. Orders to Alaska or Hawaii require a personalized shipping quote. Puerto Rico, American Samoa, Guam, the Northern Mariana Islands, the U.S. Minor Outlying Islands and the U.S. Virgin Islands are not eligible for automatic checkout; customers in those destinations may contact JoPets to ask whether quoted service is available.

Abbreviated banner notice: “Free Shipping $75+ USD” means eligible orders shipping within the contiguous United States with a merchandise subtotal of at least $75.00 USD, subject to the 40-pound combined-weight limit and every other exclusion in this policy. It does not apply to AK, HI or U.S. territories.

Standard, free and weight-based shipping

• Orders under $75.00 USD with a combined shipment weight of less than 40 pounds: $7.95 USD standard shipping.
• Orders of $75.00 USD or more with a combined shipment weight of less than 40 pounds: free standard shipping.
• Combined shipment weight of 40–100 pounds: $49.95 USD Heavy-Item Shipping.
• Products designated oversized because of package dimensions are excluded from free shipping regardless of weight. The applicable shipping and handling charge will be displayed before payment is completed.
• Combined shipment weight of 100.01–150 pounds: $89.95 USD Heavy-Item Shipping.
• Combined shipment weight above 150 pounds: personalized shipping quote required before checkout or fulfillment.
• Ten or more units of the same product: personalized shipping review and quote required, regardless of subtotal or weight.

Shipping thresholds are based on the merchandise subtotal after discounts and before taxes, together with the combined weight and quantity of all products in the order. Free-shipping promotions do not override heavy-item, oversized, freight, bulk-order or quote-required charges unless JoPets expressly confirms an exception in writing.

If product or carrier data is incomplete or materially inaccurate, JoPets may pause the order and request approval of a corrected shipping charge, offer a reasonable alternative, or cancel and refund the affected unshipped order. JoPets will not charge an additional amount without the customer’s authorization.

Processing and delivery estimates

Any processing, shipping or delivery date displayed on a product page, at checkout, in an order confirmation or in tracking is an estimate—not a guarantee—unless JoPets expressly states otherwise in writing. Business days exclude weekends and federal holidays. Orders may require payment, address, shipping-cost or fraud review before release.

JoPets will have a reasonable basis for advertised shipping estimates. If no shipping time is stated, JoPets will ship within the time required by applicable law. If we cannot ship within the promised or legally required period, we will provide the legally required delay notice and cancellation/refund option.

Tracking and carrier events

Tracking is sent when available. Carrier scans, routing and delivery estimates are controlled by the carrier and may change. Weather, disasters, labor disruptions, peak volume and other events outside JoPets’ reasonable control may delay delivery. JoPets is not responsible for carrier delays, but will provide reasonable assistance when a carrier investigation is appropriate.

Address accuracy and delivery security

Customers are responsible for providing a complete and accurate deliverable address, including apartment or unit numbers. JoPets is not responsible for delay, loss or added cost caused by an incorrect or incomplete address supplied by the customer. Once an order enters processing, an address change may not be possible.

A package marked delivered by the carrier is presumed delivered to the address provided. Customers should first check household members, neighbors, mailrooms and safe locations. JoPets does not generally replace packages lost or stolen after confirmed delivery, but may assist with a timely carrier claim. We may require a signed statement, police report or other evidence before offering any discretionary resolution.

ORDER MANAGEMENT

Changes and cancellations

We begin processing orders quickly. A request to change or cancel an order is not guaranteed and must be sent to Support@JoPets.com as soon as possible. An order cannot be changed or canceled after it has entered fulfillment or shipped. Refusing delivery does not create an automatic right to a refund; refused or undeliverable packages are handled under the return rules after they are received and inspected, and associated shipping costs may be deducted where permitted by law.

JoPets may cancel or limit an order before shipment because of inventory errors, pricing errors, suspected fraud, payment issues, address problems, resale activity or other legitimate business reasons. If JoPets cancels an unshipped paid order, the applicable payment will be refunded.

ELIGIBILITY RULES

Standard returns

To be eligible for a standard return, all of the following must be true:

• The return request is submitted within 30 calendar days after carrier-confirmed delivery.
• The item was purchased directly from JoPets.com by the person requesting the return.
• The item is completely unused, unopened, unwashed, unassembled and free of pet hair, dander, saliva, odor, stains, damage or other signs of handling or animal contact.
• All original packaging, factory seals, labels, manuals, accessories, components and tags are intact and included.
• The customer provides valid proof of purchase and follows the authorized return instructions.

Animal health and hygiene restriction

For the health and safety of pets, customers and fulfillment personnel, JoPets cannot accept merchandise that has been used by, tried on, placed on or around, fed to, or otherwise exposed to an animal. Animal contact can introduce hair, dander, saliva, parasites, bacteria, viruses or other contaminants that may not be visible and could create a cross-contamination or disease-transmission risk. Once a product has been opened and exposed to an animal, it cannot be returned for buyer’s remorse.

Items that cannot be returned

Except where required by law or approved by JoPets because of a verified fulfillment problem, returns are not accepted for:

• Items marked final sale, clearance, non-returnable or personalized.
• Opened food, treats, supplements, grooming, sanitary, hygiene or consumable products.
• Gift cards, downloadable products or products with activated or registered digital services.
• Used bedding, apparel, feeding products or any other item opened or exposed to an animal.
• Items damaged by misuse, improper assembly, modification, neglect, chewing, scratching or normal wear.
• Products missing packaging, parts, serial numbers, tags or accessories.

JoPets may deny a return that does not satisfy these requirements. We may document the condition of returned merchandise during inspection.

AUTHORIZATION REQUIRED

How to request a return

1. Email Support@JoPets.com with your full name, order number, item, reason for the request and supporting photos when relevant.
2. Wait for written approval and a Return Merchandise Authorization (RMA) number with the correct return address. Products may ship from different facilities; do not return merchandise to the JoPets mailing address or to the address on the original package unless instructed.
3. Package the complete item securely, place the RMA number where instructed and ship it by the authorization deadline using a trackable service.

Unauthorized, late, postage-due or misdirected returns may be refused and may not qualify for credit. For standard preference-based returns, the customer is responsible for return shipping, insurance and risk of loss until the authorized facility receives the package. Original and return shipping charges are non-refundable except where required by law or expressly approved by JoPets.

INSPECTION & CREDIT

Refund decisions and timing

Receipt of a returned package does not guarantee a refund. JoPets will inspect the item and notify the customer whether the return is approved, partially approved or denied. Where permitted by law, reasonable loss in value, missing-item costs, non-refundable shipping charges or other amounts attributable to a customer’s failure to follow this policy may be deducted.

Approved refunds are issued to the original payment method, generally within 5–10 business days after approval. Financial institutions may require additional time to post the credit. JoPets cannot issue a refund to a different card, account or person. If an original payment method cannot receive the refund, JoPets will use a legally permitted alternative.

Promotional discounts are allocated across qualifying items. Returning part of an order may reduce or eliminate a promotion, free-shipping threshold or bundled discount, and the refund may be adjusted accordingly where permitted.

ORDER ISSUES

Damaged, defective, missing or incorrect items

Inspect your order promptly after delivery. Contact Support@JoPets.com as soon as reasonably possible—preferably within 48 hours—with your order number, a description of the issue, photos of the product, packaging and shipping label, and video when it helps demonstrate the problem. Keep the item and all packaging while the claim is reviewed.

JoPets may require additional information, troubleshooting, return of the product or cooperation with a carrier or fulfillment investigation. Do not discard, use, repair or return an affected item until instructed. Failure to preserve reasonable evidence may limit our ability to validate the claim.

For a verified issue for which JoPets is responsible, JoPets will determine an appropriate remedy—such as replacement of the affected item, replacement parts, refund or other resolution—subject to inventory and applicable law. JoPets covers authorized shipping costs for verified incorrect, defective or transit-damaged merchandise. A replacement does not restart or extend the original 30-day period except where required by law.

Manufacturer warranties, if any, are provided by the manufacturer under their own terms. JoPets does not provide an extended warranty. Safety-related concerns should be reported immediately and the product should not be used until guidance is provided.

PROTECTING EVERY ORDER

Additional terms

Fraud, abuse and inconsistent claims

JoPets reserves the right, to the fullest extent permitted by law, to refuse, limit or investigate returns, refunds, replacements, promotions or future transactions involving suspected fraud, policy abuse, excessive returns, altered evidence, inconsistent claims, chargeback misuse, resale activity or violation of these terms. This does not limit any non-waivable legal right.

Chargebacks

Customers should contact JoPets first and allow a reasonable opportunity to resolve a concern. Filing a chargeback does not expand the customer’s rights under this policy. JoPets may provide the payment processor with order, delivery, communication and policy-acceptance records when responding to a dispute.

Legal rights and limits

This policy is intended to apply to the fullest extent permitted by law. It does not exclude or restrict rights that cannot legally be waived. If any provision is found unenforceable, the remaining provisions remain in effect. JoPets may update this policy prospectively; the version in effect when an order is placed generally governs that order. Any exception must be confirmed in writing by an authorized JoPets representative. Headings and summary cards are for convenience; the complete policy controls.