Refund policy
Returns & Refunds
We want you and your pet to love your order. If something isn't right, here's how we'll make it right.
Damaged, defective, or wrong item
Please check your order as soon as it arrives. If anything is damaged, defective, or not what you ordered, email us at office@looplyshops.com within 3 days of delivery. Include your order number and photos of the item, the packaging, and the shipping label. We'll send a replacement or issue a full refund. In most cases, you won't need to send anything back.
Returns (14 days)
Unused items can be returned within 14 days of delivery. Items must be unworn and unused, with tags attached and in their original packaging.
To start a return, email us first with your order number and the item you'd like to return. Our products ship from different warehouses, so we'll reply with the correct return address and instructions. Please ship your return within 14 days of receiving them. Returns sent without contacting us first may not be accepted.
Return shipping is paid by the customer, unless the item arrived damaged, defective, or incorrect. Please note that return shipping for large or heavy items, such as dog houses, water dispensers, and multi-packs of litter, can be significant. Large items must be unassembled and in their original packaging.
Bundles
Bundles must be returned complete, with all items included. Bundles that contain treats or other edible products are final sale.
Final sale items
For health and safety reasons, these can't be returned unless they arrive damaged, defective, or incorrect:
- Treats, chews, and other edible products, including treat boxes and bundles containing them
- Supplements and calming products
- Opened cat litter
- Worn or used apparel, collars, harnesses, and leashes
- Toys that have been played with
Refunds
Once we receive and inspect your return, we'll issue a refund to your original payment method within 5 business days. Your bank may take another 5–10 business days to post it. Return shipping costs are not refundable.
Lost or missing packages
If your tracking hasn't updated in 7 days, or it shows delivered but you can't find your package, email us. We'll work with the carrier, and if the package is confirmed lost, we'll send a replacement or refund you.
Exchanges
We don't offer direct exchanges. Simply return the unused item and place a new order.
Cancellations
Orders are processed quickly. If you need to cancel, email us right away. Once your order has been sent to our warehouse, it can't be canceled, but eligible items can be returned under this policy.
Questions? Email office@looplyshops.com. We're a small business, and we read every message.