Refund policy

We have a 14-day return policy, which means that on the off chance your pet doesn’t like it or you would like to exchange your Travel Couch, you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

If returning for a refund (to the original payment method) a $7.95 return shipping fee will be deducted from your refund once your return is received by us.

To start a return, you can contact us at support@autopetz.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please visit our FAQ page for any further questions, otherwise you can always contact us support@autopetz.com

Processing time 
We try to get to orders as quickly as we receive them and in most cases fulfill orders within 2-3 business days, but please allow up to 7 business days for orders to be processed during peak periods such as such as after/during product launches, holidays and special promotions due to the extremely high volume of orders we receive. We are putting additional resources in place to reduce these delays and appreciate your very kind patience in the interim. Please visit our FAQ page for more information.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.