🚚 Shipping Information

Order Processing Time: 1-2 business days

Shipping Methods:

  • Standard Shipping – $12.95
    • Carrier: DHL or FedEx
    • Delivery Time: 10-15 days after shipment
  • Free Shipping – Orders over $50
    • Carrier: EMS
    • Delivery Time: 15-25 days after shipment

Please note: We ship worldwide except for some Asian countries and remote areas. Delivery times may vary based on destination and customs processing.

📦 Returns & Exchanges

Quick Summary:
  • 15 days from delivery date to return or exchange most items
  • Refunds processed within 5-7 business days after we receive your return
  • Original shipping fees are non-refundable

Our Return & Exchange Process

Step 1: Check Eligibility

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

Step 2: Initiate Your Return or Exchange

Email us at [email protected] with the following information:

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 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

  • We inspect returned items within 3-5 business days of receipt
  • 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! 🐾