CuddlePets Return Policy
Easy shopping, simple returns – that’s our promise. At CuddlePets, we’re committed to making your shopping experience as seamless and worry-free as possible. We understand that there may be times when a purchase may not meet your expectations or your needs might change. When that happens, we make completing a return simple and convenient.
Most items can be returned for a refund or replacement/exchange within 30 days of delivery as long as they are in original or unused condition. For eligible items, you can enjoy free returns at many locations near you. For information on an item’s return eligibility, please check the product detail page before placing your order.
A refund will be provided if CuddlePets (or the third-party seller) has received the item, and determined that you are eligible for a refund. It can take up to 30 days for us to receive and process your return. In certain circumstances refund time frames may be longer. If we need additional information about your return, we will notify you with instructions to contact Customer Service.
Once we issue your refund, it may take additional time for your financial institution to make funds available in your account.
Return Window
Most items sold on CuddlePets.net can be returned within 30 days of delivery.
Initiating a Return
To initiate a return on an item that’s eligible for return, please contact service@cuddlepets.net by email.
Sending Us Your Return
You can return most items for free at over 8,000 convenient locations, typically within a 5-mile radius of your address. Additionally, most returns do not need to be boxed or labeled. Please ensure that your item is returned in original or unused condition with tags attached and hygiene seals and liners intact, and in the original manufacturer’s packaging including tags, components, accessories, manuals, certificates of authenticity, and other inserts. Please return your item before the “return by date” shown in your return request confirmation email or in the “Return Request” tab in your Order History.
Please follow the return instructions for each item to receive a refund. Do not include items from separate orders in the same return.
Return Fees
While returns are generally free, certain situations or item conditions may incur fees. Note that an item cannot be sent back to you after it has been returned.
| Fee | Description | Amount |
|---|---|---|
| Return Shipping Fee | Most items include at least one free return shipping option. However, you may be charged if: You select a shipping/drop-off option that is not free. You return a heavy and/or bulky item. You have an unusually high return rate. | Varies by item and/or the shipping method selected. |
| Late fee | You may be charged a fee when you do not drop off or complete a carrier pickup on or before the “return by date”. | 20% of the item price for the first 30 days after the “return by date”; 100% of the item price afterwards. |
| Damage fee | You may be charged a fee when you return an item that is damaged, missing parts, not in original condition, has tags removed or have obvious signs of use for reasons not due to an CuddlePets.net or seller error. | Up to 50% of the item price |
Heavy and/or Bulky Items
Items that are considered heavy and/or bulky:
- Weigh 50 lbs or more.
- The longest side (when packed) exceeds 59 inches.
- The item’s girth exceeds 130 inches (girth = length + 2 * (width + height)).
These returns may incur a return shipping fee that is variable based on the item’s weight, dimensions, and handling requirements. Some returns may require an appointment for a home collection by a specialty carrier team.
Discounted Purchases
If you return an item that was part of a discount qualification, we will reduce your refund to account for the return.
Product Warranties
Please contact the manufacturer directly for product registration and warranty-related information. A manufacturer warranty may not cover used products offered on CuddlePets.net. Review the manufacturer warranty details on the product detail page for coverage or contact the manufacturer directly.
Unintended Item(s) in My Return
If you accidentally sent the wrong item to CuddlePets, please contact Customer Service as soon as possible. Note that we may not be able to locate mistakenly sent items and are unable to provide compensation in these cases. CuddlePets does not store items sent in error and will handle (and/or dispose) such items at our discretion.
Returning Items Purchased in a Bundle
You must return all items purchased in a Bundle with Savings to receive a refund. Partial refunds are not available.
Note:
CuddlePets offers a convenient return service for reasonable use by our customers. Should customers abuse this service, we may adjust its availability.
For any return, CuddlePets may require additional information and documentation (such as a government-issued photo identification) during the processing of a return to help determine whether to provide a refund/replacement. CuddlePets reserves the right to take additional actions to prevent fraud or abuse (including denial of returns, refunds or exchanges, or imposing return fees). CuddlePets may modify this policy at any time.