Refund policy

We want you to be satisfied with your Sopapets purchase. This policy applies to orders placed directly through sopapets.com. Purchases made through a third-party marketplace are governed by that marketplace's return policy.

30-Day Return Window

You may request a return within 30 days after delivery. For a change-of-mind return, the product must be unused, unassembled or not substantially assembled, free from pet-use marks, odors, stains, hair, scratches, or other signs of use, and include all parts, hardware, accessories, and documentation. The product must not have been damaged, misused, or modified by the customer. Original packaging is recommended. Equivalent protective packaging may be accepted if it safely protects the product during return shipment.

How to Request a Return

Before sending anything back, email support@sopapets.com and provide your order number, the email address used for the order, the reason for the return, and photographs or video if requested. Do not send a product back without approval. Once approved, we will provide return instructions.

Authorized returns may be directed to:
3500 Indian Ave
Perris, CA 92571
United States

This is a return-processing facility and is not Sopapets' corporate address.

Return Shipping Costs

For change-of-mind returns, including ordering the wrong item or no longer wanting the product, the customer is responsible for return shipping costs. For a confirmed defective, damaged, incomplete, or incorrectly shipped product, Sopapets will be responsible for reasonable return shipping costs or provide an appropriate alternative resolution. Original outbound shipping charges, if any, are not refundable for change-of-mind returns. They will be refunded where required for a confirmed defect, damage, or shipping error attributable to Sopapets.

Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your order after delivery. Contact us as soon as possible, preferably within 7 days after delivery, if the product arrives damaged, defective, incomplete, or incorrect. We may request photographs or video of the affected component, full product, shipping carton, and shipping label. Depending on the circumstances, we may offer replacement parts, a replacement product, a partial refund, a return, or a full refund.

Non-Returnable Change-of-Mind Items

Change-of-mind returns are not accepted for products that show signs of pet use; are missing parts or hardware; have been damaged through misuse, accident, or unauthorized modification; have been substantially assembled and cannot be safely returned; or were clearly marked Final Sale before purchase. A Final Sale designation does not limit remedies for a product that arrives defective, damaged, incomplete, or incorrect.

Exchanges

We do not currently offer automatic direct exchanges. The normal process is to return the eligible product and place a new order. Confirmed defects or missing components may be handled separately by our support team.

Refunds

Returned products are inspected after arrival. If approved, the refund will be issued to the original payment method within 5-7 business days. Your bank or payment provider may require additional time. If an approved refund has not appeared after 15 business days, contact support@sopapets.com.

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 change-of-mind return policy and does not limit rights that cannot lawfully be excluded.