At Frisco Pet Hub, we want every purchase to bring joy to you and your furry friends—just like our cozy Heated Beds and playful Catnip Toys do! We understand that sometimes things don’t work out as planned, which is why we’ve created a straightforward returns and exchanges process.

Quick Summary: You have 15 days from the delivery date to return or exchange most items. Refunds are processed within 5-7 business days after we receive your return.

Our Return & Exchange Process

Step 1: Check Eligibility

  • Items must be returned within 15 days of delivery
  • Products must be unused, in original packaging, and with all tags attached
  • Include the original packing slip or order confirmation

Step 2: Initiate Your Return or Exchange

To start the process, please email us at [email protected] with the following information:

Return/Exchange Request Template

Subject: Return/Exchange Request – [Your Order Number]

Email Content:

Hello Frisco Pet Hub Team,

I would like to request a [return/exchange] for my order.

Order Number: [Insert your order number]
Order Date: [Insert order date]
Items to Return/Exchange: [List items, e.g., Covered Bed, Bandana]
Reason for Return/Exchange: [Please specify]
Preferred Resolution: [Refund/Exchange for specific product]

Thank you,
[Your Name]

Step 3: Package and Ship Your Return

  • Securely package the items in their original packaging
  • Include the packing slip or order confirmation copy
  • Ship to: Frisco Pet Hub, 707 Leaning Oaks Dr, Savannah, US 31410
  • We recommend using a trackable shipping service

Step 4: Processing Your Request

  • Once we receive your return, we’ll inspect the items within 3-5 business days
  • We’ll email you to confirm approval of your return/exchange

Refund Information

Timing

Refunds are processed within 5-7 business days after we approve your return. The time it takes for the refund to appear in your account depends on your payment method and financial institution.

Refund Methods

  • Credit/Debit Cards (Visa, MasterCard, JCB): Refunded to your original payment method
  • PayPal: Refunded to your PayPal account

Note: Original shipping fees are non-refundable. For exchanges, we’ll cover the standard shipping cost to send your replacement items.

Non-Returnable Items

To ensure the health and safety of all our furry customers, the following items cannot be returned or exchanged:

  • Cleaners & Deodorizers (opened products)
  • Clumping litter (opened packages)
  • Disposable products (once opened)

These hygiene-related products follow industry standards for health and safety.

Exchange Options

We’re happy to help you exchange items for:

  • Different size or color of the same product
  • Another product of equal value from our collection (like swapping a Cardboard Cat House for Balls & Chasers toys)
  • Store credit for future purchases

Damaged or Incorrect Items

If you receive a damaged item or incorrect product, please contact us immediately at [email protected] with photos of the issue. We’ll arrange a prepaid return label and expedite your replacement at no cost to you.

Need Help? Our friendly customer service team is here to assist you! Contact us at [email protected] and we’ll help make things right—because your satisfaction is as important as your pet’s happiness!

Thank you for choosing Frisco Pet Hub, where we treat your pets like family!