IF YOU MAIL IN YOUR RETURN AND IT’S OVER YOUR RETURN DATE, WE WILL ASK YOU TO SEND US A RETURN POSTAGE TO MAIL BACK TO YOUR RESIDENCE. IF YOU DO NOT WANT IT SHIPPED BACK TO YOU, WE WILL DONATE YOUR PURCHASE TO A LOCAL 501C3 ANIMAL SHELTER, AND NO REFUND WILL BE ISSUED.
For the safety of our team, all returns will not be processed until 5-7 days after receiving your return. We need to ensure all items have been quarantined for 7 days before sorting. We appreciate your understanding.
What Happens if There's a Problem With My Order?
We have a lifetime repair warranty to handle any manufacturing defects. All of our products are manufactured to the highest standards and are warranted to be free of material and workmanship defects for as long as the original purchaser owns the product (proof of purchase is required). If your order was shipped incorrectly or any other problem occurred, please contact us.
How Do I Return a Product?
We accept returns within 20 days (15% re-stocking fee applies). You will be responsible for return postage.
RETURN THE ROCKETEER PACK's TO:
5005 N Tasman Dr
Coeur D Alene, ID 83815
RETURN ALL OTHER ITEMS TO:
DO NOT SEND ROCKETEER PACKS TO THIS LOCATION. IF YOU SEND TO THIS LOCATION YOUR EXCHANGE OR REFUND WILL TAKE LONGER TO PROCESS:
ZUGOPET Return Center
300 Pressler St. Warehouse 3
Austin TX 78703
FINAL SALE ITEMS MAY NOT BE RETURNED. TO DETERMINED IF YOU PURCHASED A FINAL SALE ITEM, THIS WOULD HAVE BEEN PROMINENTLY PLACED ON OUR WEBSITE BEFORE YOU MAKE THE PURCHASE AND MARKED AS FINAL SALE ITEM.
Refunds - You want your money back.
Any product in good, unused condition can be returned within 20 days of purchase for a refund of the purchase price excluding shipping and a 15% restocking fee. Refunds are processed within 5 - 7 business days of receipt. We credit towards your original method of payment when possible. Simply send your merchandise to us along with proof of purchase (invoice, order confirmation or packing slip) back to us. If no documentation is provided, we may not be able to process your refund. Please note: Since we cannot be liable for lost packages that do not arrive at our warehouse, it may be a good idea to send it using a trackable shipping method.
For The Rocketeer Pack - You must return The Rocketeer Pack in its original packaging (it could be either orange or white box), if not you will be charged an additional $7 to replace the box. We want all customers to have the same "unboxing" experience as you did.
Why do you charge 15% restocking fee?
For our US customers, we do not charge a shipping or handling cost to receive our product. This 15% helps us our cover our shipping expense and the costs of the handling in our fulfillment center to prepare the product to be resold.
Same with our worldwide shipping. Whatever price you see at checkout we pay the same on our end to help get you the product at a reasonable price. The 15% helps us cover half of our shipping expense and the cost of the handling in our fulfillment center.
You want a different size, color or style. Should you wish to exchange any product for another item, simply place a new order through our website and return any unwanted merchandise to us for a refund (see above). Once we receive your return merchandise in good condition, we will issue a refund less shipping charges (8% restocking fee may apply for resizing).
Please note that there may be certain orders that we are unable to accept and must cancel. ZuGoPet reserves the right, at sole discretion, to refuse or cancel any order for any reason. Some situations that may result in your order being canceled include limitations on quantities available for purchase, inaccuracies or errors in product or pricing information, or problems identified by our credit and fraud avoidance department. We may also require additional verifications or information before accepting any order. We will contact you if all or any portion of your order is canceled or if additional information is required to accept your order.
Both parties agree that, following order dispatch, transportation is the sole responsibility of the third-party logistics company. During this stage, full ownership of the product(s) belongs to the buyer; all associated liability and risks during transportation shall be borne by the buyer.
ZuGoPet is not responsible for late deliveries for special occasions, such as birthdays, or other events. We encourage customers to place their order in advance to ensure there is enough time to receive their item.
Customers that order on the peak of Christmas season we cannot not be held responsible if an item does not arrive in time for Christmas.
All orders reported as "delivered" by shipping companies are considered delivered. ZuGoPet cannot be made liable of non-delivery in this case.
CHECK YOUR IMPORT DUTIES IN YOUR COUNTRY. WE DO NOT PAY YOUR DUTIES. YOU ARE RESPONSIBLE TO PAY THEM BEFORE RECEIVING YOUR PURCHASES.
NOTES FOR INTERNATIONAL CUSTOMERS
• If any international package is not picked up or customer refuse to pay the duties, the customer is responsible for all shipping charges (including return fees) and restocking fee.
• If Customs destroys the package instead of returning, customer pays full price.
• Please take note as well that Customs usually throws away unwanted deliveries/packages (for a certain time that they are not claimed). At this point, the customer bears the full loss of the item(s) cost.
R-E-S-P-E-C-T Find Out What It Means To Us (hint: a lot!)
We, ZuGoPet, takes great pride in manufacturing unique, high quality, multifunctional products that provide safety, comfort and convenience. Not only that, we are also a team - a family - that promotes nothing but respect, patience, kindness and compassion towards other people.
We understand that sometimes we are in an inconvenient situation such as wrong resolution to the issue (which we definitely don't mean to happen!). And these situations often lead to frustration and sometimes, anger. But ZuGoPet will not tolerate any rude/vulgar/harsh languages or personal insults towards anyone of our team.
We will offer a warning if this occurs, and we do reserve the right to refund, refuse service, terminate account, void warranties or cancel orders at our discretion. The decision is final and cannot be undone.
Rest assured that we are doing the best we can to assist you. All we need in return is a little bit of patience and respect.