Delivery and Receipt Guidelines

• Please do not reject the product when it is dispatched. Delivery and notifications will be handled by the courier company. If you find any issues after receiving the goods, please take photos immediately for proof and contact Pets Thing customer service.
• Please note that any additional charges incurred due to refusal of delivery or failure to collect the package within the specified time will be borne by the customer.
• Our company will not be liable for any damage, delay, or non-delivery of goods caused by the courier company or adverse weather conditions (such as Typhoon Signal No. 8 or above, or Black Rainstorm Warning).
• If the customer chooses self-pickup as the collection method, the pickup period is within two weeks after placing the order (Monday to Friday, excluding Saturdays, Sundays, and public holidays). Failure to pick up within the specified period will be considered an abandoned order.
• Each order is limited to a single delivery address.
• Our company is not responsible for non-delivery or delays caused by incomplete or incorrect recipient address, phone number, name, or delivery information provided by the customer. Customers should follow up or contact SF Express directly.
• If the customer entrusts the delivery person to leave the goods at the door of the address or with the building management for collection, the customer shall bear the risk of loss or damage to the goods.
• We do not accept refund applications due to delays in goods transportation caused by the pandemic.

Situations Not Eligible for Return or Exchange

The following situations will not be eligible for exchange, return, or refund processing:

1. We do not accept returns or exchanges due to personal reasons such as incorrect product size, wrong color selection, or not meeting personal needs after purchase. It is recommended to confirm clearly before purchasing.
2. To avoid contagious diseases, please consider the needs of your pet before purchasing. If the product has been unsealed and used (e.g., packaging tape or box has been torn off), returns or exchanges will not be accepted.
3. The goods are not in their original complete packaging, or are damaged, broken, or incomplete.
4. The goods are damaged by human error, or damage occurred after Pets Thing delivered the product.
5. Packaging is crushed, incomplete, or wrinkled due to the transportation company (but does not affect the normal use of the product).
6. Product image colors may have some color difference due to shooting lighting conditions or individual screen settings; the actual product shall prevail. No exchange service will be provided due to color difference issues.
7. All wooden products (including cat trees, scratching posts, cat houses, etc.) may be affected by uncontrollable factors such as weather conditions (e.g., humidity, rain, thermal expansion and contraction). No refunds or after-sales arrangements will be provided after 7 days of receipt. Our company is not responsible for consequences caused by environmental factors.
8. Pet furniture (such as wooden boards, rattan surfaces, hemp materials, etc.) involves a large amount of manual production and undergoes multiple manual processes before shipment. Minor scratches, dust, or small imperfections on the surface are considered normal (and do not affect overall use) and are not quality issues. Please consider carefully before placing an order.
9. Regarding assembled goods, any problems arising from individual installation methods must be handled by the customer. All purchasers must bear the safety risks of use, and Pets Thing will not be responsible for any accidents or injuries occurring to any purchasers.

Exchange Policy and Procedure

• Exchange Period: If there is a product quality issue, or the product item/quantity does not match the order, please contact customer service immediately on the day of delivery. You can request an exchange within 7 days from the date of receipt. Requests made after this period will not be accepted.
• Return Period: After making an exchange request, please return the item to our warranty center within 3 days. Requests made after this period will not be accepted.
• Proof of Exchange: The order number and original valid receipt must be presented at the time of exchange. Each order is limited to one exchange.
• Exchange Standard:
  - If the product issue affects overall operation, the replacement product must be returned with complete packaging and accessories.
  - If the product issue affects only partial operation, Pets Thing will replace the problematic part, not the entire product.
• Shipping Costs: All shipping costs incurred due to returns or exchanges must be borne by the customer.
• Processing Time: Return processing takes one to three weeks (calculated from the date of receipt of the returned item). Once the process is complete, customer service will notify the customer of the details.
• Refund Arrangement: Our company generally does not offer refund services. If a refund is agreed upon by our company, Pets Thing will use the same payment method used by the customer at the time of purchase for the refund. Please note that refund times may vary depending on different banks or credit card companies.
• Our company reserves the right to refuse all unreasonable exchange or return requests.

Contact Us

If you need to return or exchange an item or have any inquiries, please feel free to contact Pets Thing Customer Service: