At The Fam Pet, we care about happy pets and happy customers. If something’s not right with your order, we’ll do our best to make it right—whether that means a return, exchange, or refund.

Returns

We understand that sometimes things don’t work out. If you’d like to return or exchange a product, here’s what to do:

  1. Contact us within 7 days of receiving your item by emailing returns@thefampet.com with the subject “Return Request.”
    • Include your order number
    • A short description of the issue
    • A clear photo of the item if it’s damaged, defective, or incorrect
  2. Wait for our response.
    We’ll check with our supplier to confirm whether the item is eligible for return or replacement, and provide further instructions.
  3. Return approval.
    If your return is approved, we’ll send you the correct return address. Please note that items returned without prior approval cannot be accepted.

Important Notes:

  • Return shipping is the customer’s responsibility.
  • We recommend using a trackable shipping method for returns, as we are not responsible for items lost in transit.
  • Used or damaged items (except for defective ones) or items marked as final sale cannot be returned or exchanged.

Please allow up to 5-7 business days for us to process your return after it arrives. Once the package is opened and the items are inspected and confirmed to be in new condition, we will either ship your exchange or issue a refund. You’ll receive an email notification once your return has been processed.

Exchanges

We only replace items if they arrive defective or damaged. To request an exchange for the same item, please email us at support@thefampet.com with a photo and description of the issue. We’ll guide you from there!

Refunds

Refunds are available under the following conditions:

✅ You’re eligible for a refund if:

  • Your package hasn’t arrived within the guaranteed delivery time:
    • U.S. Orders: 7 business days (plus 2–3 days for processing)
    • International Orders: 16 business days (plus 2–5 days for processing)
  • You received an item that is wrong, damaged, or defective

❌ Refunds will not be issued if:

  • You entered an incorrect shipping address
  • The item was delayed or lost due to customs or other events beyond our control (e.g., natural disasters, weather delays)
  • Your pet doesn’t like the product — we totally understand that every pet is unique, but unfortunately we can’t offer refunds for product preferences

📨 How to request a refund:

  • Email us at refunds@thefampet.com
  • Refund requests must be made within 7 days of receiving your order
  • Requests beyond this timeframe will be politely declined, unless:
    • The item was incorrect, damaged, or defective, or
    • The package never arrived within the guaranteed timeframe

Note: Since our warehouse is based overseas, we are only able to offer refunds or reshipments in specific cases like non-delivery, damaged, or incorrect products.

💰 When your refund is approved:

Once we receive and inspect your return, we’ll notify you of the outcome. If approved, your refund will be processed back to your original payment method.

Note: it may take additional time for your bank or credit card provider to complete the refund process.

🕒 Late or missing refunds?

If you haven’t received your refund yet:

  • Check your bank account again
  • Contact your credit card company — it may take a few days to officially post the refund
  • Contact your bank — processing times can vary

If you’ve done all of the above and still haven’t received your refund, reach out to us at support@thefampet.com and we’ll gladly help!