Return & Refund Policy

This policy applies to purchases made directly through sopapets.com. Purchases made through third-party marketplaces are subject to the policies of those marketplaces.

For return, exchange, cancellation, or refund assistance, contact support@sopapets.com.

1. 30-Day Return and Exchange Window

You may request a return or exchange within 30 days after delivery.

For change-of-mind returns and exchanges, the product must:

• Be unused and unassembled, or not substantially assembled.
• Be free from pet-use marks, odors, stains, hair, scratches, and other signs of use.
• Include all original parts, hardware, accessories, and documentation.
• Not have been damaged, misused, or modified by the customer.

Original packaging is recommended. Equivalent protective packaging is acceptable if it safely protects the product during return shipment.

These conditions do not limit assistance for products that arrive defective, damaged, incomplete, or incorrect.

2. How to Request a Return or Exchange

Before sending anything back, email support@sopapets.com with:

• Your order number.
• The email address used to place the order.
• The reason for your return or exchange.
• For exchanges, the replacement item or variant you would like.
• Photographs or video, where relevant or requested.

Returns and exchanges require prior approval. Please do not ship a product back before receiving our confirmation and instructions.

Authorized returns may be directed to:

3500 Indian Ave
Perris, CA 92571
United States

This is a return-processing facility, not Sopapets’ corporate address. Always follow the return address and instructions provided in your approval confirmation.

3. Free Return Shipping

Sopapets covers return shipping for eligible returns and exchanges approved under this policy, including eligible change-of-mind returns requested within 30 days after delivery.

A prepaid return shipping label is included in the original package. Customers do not need to purchase a return label or pay return postage when using the supplied label for an approved return.

If the label is missing, lost, or unusable, contact support@sopapets.com for a replacement at no charge.

Please:

• Obtain approval before using the return label.
• Package all components securely.
• Follow the shipping instructions provided by our support team.
• Keep your tracking number and shipping receipt until the return is resolved.

Please contact us before purchasing postage yourself. Reimbursement of independently purchased postage must be agreed with our support team in advance.

4. No Restocking Fees

Sopapets does not charge a restocking or re-shelving fee for returns approved under this policy.

No return shipping or restocking fee will be deducted from your refund when you complete an approved return using our supplied prepaid label.

5. Original Shipping Charges

For change-of-mind returns, original outbound shipping charges paid at checkout, if any, are non-refundable.

If your order qualified for free shipping, we will not retroactively deduct an outbound shipping charge from your refund.

For confirmed defects, damage, missing items, or fulfillment errors attributable to Sopapets, we will also refund any original shipping charges paid.

6. Exchanges

We accept exchange requests within 30 days after delivery for products that meet the eligibility conditions in this policy.

Exchanges require prior approval and are subject to replacement stock availability. Email support@sopapets.com with your order number and the item or variant you would like instead.

Before proceeding, our support team will confirm:

• Whether the requested replacement is available.
• How to return the original product.
• The replacement dispatch arrangements.
• Any price difference and how it will be charged or refunded.

Approved exchanges use our prepaid return label at no return shipping cost to you.

If the requested replacement is unavailable, you may choose another available item with any price difference confirmed in advance, or request an eligible refund under this policy.

7. Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your order after delivery. If it arrives damaged, defective, incomplete, or incorrect, contact support@sopapets.com as soon as possible, preferably within 7 days after delivery.

We may request photographs or video showing the affected component, the full product, the shipping carton, and the shipping label.

Depending on the circumstances, we may arrange replacement parts, a replacement product, a partial refund, an approved return, or a full refund.

For confirmed product defects or fulfillment errors attributable to Sopapets, we cover any required return shipping. Please contact us before purchasing postage or arranging a return yourself.

The requested 7-day notification period helps us investigate promptly and does not replace the 30-day return window or limit applicable consumer rights.

8. Order Cancellations

To request cancellation, email support@sopapets.com with your order number and the email address used to place the order. Please use “Cancel Order” followed by your order number as the email subject.

Within 24 hours of placing your order:
You may cancel without a cancellation or service fee, provided the order has not been handed over to the shipping carrier. If cancellation is confirmed, we will refund the full amount paid, including shipping charges paid at checkout.

More than 24 hours after placing your order:
Contact us as soon as possible. If we can stop the order before it is handed over to the carrier, no cancellation or service fee will apply, and we will refund the full amount paid. Cancellation cannot be guaranteed once fulfillment is underway.

After the order has been handed over to the carrier:
The order can no longer be canceled, even if your request is made within 24 hours of purchase. You may request an eligible return under our 30-day return policy. Approved returns use our prepaid return label at no return shipping cost to you. Original outbound shipping charges paid at checkout are non-refundable for change-of-mind returns.

A cancellation request is not confirmation that the order has been canceled. We will email you to confirm the outcome. Refusing delivery does not by itself constitute an approved cancellation or return.

Refunds for confirmed cancellations will be issued to the original payment method within 5–7 business days after cancellation confirmation.

9. Items Not Eligible for Change-of-Mind Returns or Exchanges

Change-of-mind returns and exchanges are not accepted for products that:

• Show signs of pet use.
• Are missing parts, hardware, accessories, or documentation.
• Have been damaged through misuse, accident, or unauthorized modification.
• Have been substantially assembled and cannot be safely returned.
• Were clearly marked Final Sale before purchase.

A Final Sale designation does not limit remedies for products that arrive defective, damaged, incomplete, or incorrect.

10. Refund Processing

Returned products are inspected after arrival. We will notify you by email whether your refund has been approved and explain any reason for rejection.

If approved, your refund will be issued to the original payment method within 5–7 business days after approval.

The refund will include the eligible product amount and applicable taxes, less any non-refundable original outbound shipping charges described in this policy. No restocking fee or return shipping charge will be deducted for an approved return completed using our supplied prepaid label.

Your bank or payment provider may require additional time to post the refund. If an approved refund has not appeared after 15 business days from our refund confirmation, contact support@sopapets.com.

Business days are Monday through Friday, excluding applicable public holidays.

11. Sopapets Care

Sopapets Care provides one year of support for material or workmanship issues occurring under normal use.

It does not cover misuse, accidents, unauthorized modifications, or normal wear of consumable components such as sisal rope, scratching surfaces, cushions, and fabric parts.

Sopapets Care is separate from the 30-day return and exchange policy.

12. Consumer Rights

Nothing in this policy limits any consumer rights or remedies that cannot lawfully be excluded.

Contact

Sopapets Customer Support
Email: support@sopapets.com