Refund policy

Return and Refund Policy

At Katie's Pet, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, we are here to assist you with a straightforward, hassle-free return and refund process.

1. Return Window

  • You have 30 days from the date your item was delivered to request a return. Requests submitted after 30 days will unfortunately not be accepted.

2. Item Condition for Return

To be eligible for a successful return, your item must meet the following strict conditions:

  • The item must be unused, unwashed, undamaged, and in its original condition.

  • It must be returned in its original packaging with all tags, labels, seals, and accessories included.

  • No Exchanges: We do not offer direct product exchanges. If you need a different item, size, or variant, please return your original purchase for a full refund and place a new order on our website.

3. Return Shipping Cost & Restocking Fees

We ensure full pricing transparency with zero hidden charges for returns:

  • Return Shipping Fee: $0 (Free Returns). We will provide you with a pre-paid return shipping label.

  • Restocking Fee: No Restocking Fee ($0). We do not deduct any restocking or processing fees from your refund.

4. How to Start a Return (Return Process)

Please follow these simple steps to complete your return:

  1. Contact Us: Send an email with your order number to support@katiesn.com detailing your return request.

  2. Receive Pre-Paid Label: Once your return is approved, we will email you a free pre-paid shipping label along with packing instructions.

  3. Pack & Ship: Securely pack the item in its original box, attach the pre-paid label to the outside, and drop it off at the designated carrier location.

  4. Return Address: All authorized returns must be shipped directly to our official location:

    Katie's Pet

    416 Renaissance Rd, North Brunswick Township, NJ 08902, United States

5. Refund Processing Time & Payment Method

  • Inspection: Once your returned item is received and inspected by our team, we will send you an email notification confirming its receipt and whether your refund has been approved.

  • Processing Time: Approved refunds are processed within 5 to 7 business days.

  • Payment Method: The refund will automatically be credited back to your original payment method (Visa, Mastercard, American Express, Discover, Apple Pay, or Google Pay). Please note that your issuing bank or card provider may take extra time to reflect the funds on your statement.

6. Missing or Never Received Items (Lost Packages)

If your tracking status indicates that your package was "Delivered," but you have not received it:

  • Please check around your residence, verify with household members or neighbors, or contact your local courier post office first.

  • If the package is still missing, notify us immediately at support@katiesn.com  within 7 days of the marked delivery date.

  • We will open an official investigation with the carrier (FedEx/DHL). If the shipment is verified as lost in transit, we will send a free replacement or issue a full refund to your original payment method.

7. Customer Support & Contact Information

If you have any questions regarding our return process or refund status, please reach out to us:

  • Store Name: Katie's Pet

  • Physical Address: 416 Renaissance Rd, North Brunswick Township, NJ 08902, United States

  • Phone Number: +1 732-422-0056

  • Email Support: support@katiesn.com

  • Business Hours: Monday – Friday | 9:00 AM – 5:00 PM (Eastern Time)