We want you to be completely delighted with your purchase from East Pets LLC. If an item doesn’t meet your expectations or suit your pet’s needs, we offer a straightforward 30-day return policy.

  1. Return Window & Eligibility Return Window: You have 30 calendar days from the date your package is delivered to request a return. Condition Requirement: To be eligible for a return, your item must be unused, in the original packaging, and in the same condition as received. Customized or personalized items may not be eligible for return unless defective.

  2. Restocking Fees & Return Shipping Costs Restocking Fee: $0.00 (NO Restocking Fees). We never charge restocking fees on returned items. Defective, Damaged, or Incorrect Items: If you receive a damaged, defective, or incorrect product, we cover all return shipping costs. Customer Remorse / Dislike: For standard returns (e.g. change of mind or personal preference), the customer is responsible for the actual return postage fee back to our warehouse location.

  3. How to Initiate a Return Email our customer service team at support@eastpetsllc.shop or call +1 646-360-2547 with your order number, item name, and reason for return. Our team will review your request and email you return authorization instructions and the exact return shipping address. Securely pack the item in its original box and mail it to our return address using a trackable shipping carrier (USPS, UPS, or FedEx).

  4. Inspection & Refund Processing Timeframe Inspection: Once your return arrives at our New York NY fulfillment location, our quality team inspects the item within 1–2 business days. Refund Method: Approved refunds are credited directly back to your original payment method (Visa, Mastercard, Amex, Apple Pay, Google Pay). Processing Time: Refunds take 7 business days to post to your bank or card statement after processing. You will receive an automated email confirmation as soon as your refund is issued.

  5. Damaged, Defective, or Wrong Items Received Please inspect your order upon delivery. If any product arrives broken or damaged during transit, notify us promptly at support@eastpetsllc.shop or call +1 646-360-2547 with your order details and a clear photo of the damage. We will work to resolve it immediately with a replacement or full refund.

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