Refund policy

At Jazzie and Friends Pet Store, we want you and your pets to be happy with every purchase. If something isn’t right, we’re here to help.

1. Return Eligibility

  • We accept returns within 30 days of the delivery date.

  • To be eligible for a return, items must be:

    • Unused and in the same condition that you received them.

    • In the original packaging, with all tags, labels, accessories, and manuals included.

  • We can only process returns for items purchased directly from our website jazzieandfriendspets.com.

2. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or refunded unless defective:

  • Opened pet food, treats, supplements, or grooming liquids

  • Used beds, blankets, litter trays, and similar fabric items

  • Personalized or custom-printed products

  • Gift cards or downloadable digital products

If you are unsure whether your item is eligible, please contact us before sending anything back.

3. Damaged, Defective, or Wrong Item Received

We do our best to ensure orders arrive in perfect condition. If you receive:

  • A damaged item

  • A defective item

  • The wrong product or size

Please contact us within 7 days of delivery with:

  • Your order number

  • A brief description of the issue

  • Clear photos of the item and packaging

Once the issue is verified, we will:

  • Send a replacement at no extra cost, or

  • Issue a full refund for the affected item

In cases of damaged/defective/wrong items, we cover the return shipping cost or may offer a refund/replacement without requiring a return, depending on the situation.

4. Change of Mind Returns

If you simply change your mind, ordered the wrong size, or no longer want the product:

  • You can request a return within 30 days of delivery.

  • The item must be unused, in original condition and packaging.

  • Return shipping costs are the responsibility of the customer.

Once we receive and inspect the returned item, we will:

  • Approve or reject the return based on its condition.

  • If approved, issue a refund to your original payment method or store credit, as specified during your request.

5. How to Request a Return

To start a return, please contact us at:

  • Email: jferragina65@gmail.com 

  • Subject line: Return Request – Order #[your order number]

We’ll provide you with:

  • Return instructions

  • The correct return address (note: this may be our warehouse or supplier’s address, depending on the product)

Please do not send any items back without contacting us first, as we may not be able to process unregistered returns.

6. Refund Processing Time

  • Once your return is received and inspected, we’ll notify you by email.

  • If approved, refunds are typically processed within 5–10 business days back to your original payment method.

  • Bank or card processing times may vary and are outside our control.

7. Order Cancellations

Because many of our products are shipped directly from our suppliers to ensure faster delivery:

  • You may request cancellation within 12 hours of placing your order, as long as it has not yet been processed or shipped.

  • If the order has already been processed or shipped, we cannot guarantee cancellation. In that case, you may request a return after delivery following the standard return process.

8. Lost or Delayed Shipments

If your tracking information shows no movement or an unusually long delay, please contact us:

  • We will investigate with the shipping carrier and supplier.

  • If the package is confirmed lost, we’ll offer a replacement or full refund.

9. Dropshipping & Multiple Packages

Some products are shipped directly from our fulfillment partners, which means:

  • Items in your order may arrive in separate packages and on different days.

  • Returns may need to be sent to different warehouses depending on the product.

  • We will always provide clear instructions for each return to make the process as smooth as possible.

10. Contact Us

If you have any questions about this Return & Refund Policy, feel free to reach out:

  • Email: jferragina65@gmail.com 

We’re here to help you and your pets have the best possible experience with Jazzie and Friends Pet Store.