Refund policy

We want you to be happy with your purchase. Please review our return and refund policy below.

1. Order Cancellation

You may cancel your order within 24 hours of placing it, free of charge, as long as it has not yet shipped. To cancel, contact us at support@katiesn.com or call +1 732-422-0056 with your order number. Once an order has shipped, it can no longer be cancelled and must instead follow our standard return process below.

2. Return Window

We accept returns within 30 days of the delivery date. Items must be returned in their original condition, unused, and in original packaging (where applicable) to qualify for a return.

3. What Qualifies for a Return

  • Returns are accepted for any reason, including buyer's remorse — not just defective items.
  • Item must be unused and in its original packaging.
  • Proof of purchase (order number or receipt) is required.

Note: If certain items (e.g., opened pet food, perishable items, personalized products) are non-returnable for health/safety reasons, list them explicitly here — otherwise this section applies to all products.

4. How to Start a Return

  1. Email support@katiesn.com or call +1 732-422-0056 within 30 days of delivery, including your order number and reason for return.
  2. We will confirm your return eligibility and provide return instructions, including the return address.
  3. Pack the item securely and ship it back using a trackable shipping method.

5. Return Shipping Costs

Return shipping is free for the customer. We will provide a prepaid return shipping label — you don't need to pay anything to send the item back.

6. Restocking Fees

No restocking fee applies. You will receive a full refund for the returned item.

7. Refunds

Once we receive and inspect your returned item, your refund will be processed within 5 business days. Refunds are issued to your original payment method. You will receive an email confirmation once your refund has been processed. Please note your bank or card issuer may take additional time to post the refund to your account.

8. Exchanges

Exchanges are available. If you'd like a different size, color, or product, contact us at support@katiesn.com within 30 days of delivery and we will arrange an exchange in place of a refund.

9. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, contact us within 7 days of delivery at support@katiesn.com with photos of the item. We will arrange a replacement or full refund at no additional cost to you, including return shipping.

10. Contact Us

For any return or refund questions, reach us at:

  • Business Name: Katie's Pet Store
  • Address: 416 Renaissance Rd, North Brunswick Township, NJ 08902, United States
  • Phone: +1 732-422-0056
  • Email: support@katiesn.com
  • Business Hours: Monday–Friday, 9:00 AM – 5:00 PM