Our return and exchange policy is effective for 15 days after receiving your order.Return and exchange requests must be made within 15 days or the request will be politely declined.
Returns and exchanges are available only for U.S. orders. For international orders with defects, a refund may be issued if eligible. To qualify for a return or exchange, U.S. orders must meet the following criteria: the item must be unused, in the same condition as received, and in its original packaging.
Returns / Exchanges
If you feel you have received a defective or the wrong product, please contact us at support@emerypets.com within 15 days of receiving your order, and we will work with you to resolve the issue. If 15 days have passed since your order was delivered, unfortunately we won’t be able to offer you an exchange or a refund for the items you wish to return. Please note that the shipping costs for the return/exchange is the customer’s responsibility.
Once your exchange or return is received and inspected, we will send you an email to notify you that we have received your item. We will also notify you of the approval or rejection of your refund. If you are approved, your refund (minus the shipping cost) will be processed right away and a credit will automatically be applied to your credit card (or original method of payment) within a few days- depending on your bank.
Refunds will not be granted if the customer ordered the incorrect size/color/quantity etc. We ship the exact item(s) that you select at time of purchase. If you require a change to your order, please contact us immediately after placing your order and we will do our best to assist you.
Please make sure to read our item descriptions carefully. Please bear in mind that photos may be slightly different from the actual item in terms of color due to the lighting during photo shooting or the monitor's display.
Exchange Request Instructions
Please follow these instructions for Return Request:
- Take a photo of the problem – If the problem is size, please use a ruler.
- Send an email with the subject line “Order # “YourOrderNumber” Replacement Request” to support@emerypets.com.
- Please include the following:
- The photo(s)
- A specific description of the issue
- The Order Number - If there are multiple products in an order, identifying the product with the issue
Refunds
Once approved for a refund, your refund will be processed right away and a credit will automatically be applied to your credit card (or original method of payment). Please note it can take up to 7 business days for your refund to be processed. If you haven't received your refund after a week, please contact your credit card company to verify. If you're still having trouble, please contact us at support@emerypets.com for assistance.
Cancellation Policy
We understand that sometimes you may need to cancel your order. We have a cancellation policy in place to ensure that both parties are protected.
If you need to cancel your order, please contact us immediately. If your order has not yet been fulfilled, we will process your refund promptly. However, if an order is placed multiple times and cancelled multiple times within a five-day period, we reserve the right to charge a cancellation fee (10% of the full cost of the order) on the third cancellation and thereafter.
Please note that once your order has been processed and shipped, we can no longer cancel your order.
To cancel your order, please contact our support team at support@emerypets.com immediately before your order is fulfilled. We will assist you with any questions or concerns you may have.
