Refund policy

Safe Arrival Promise

Every order is covered by our Safe Arrival Promise. If your order arrives damaged, defective or wrong, or never arrives, we'll send a free replacement or give you a full refund for the affected item.

How to make a claim

1. Email brandandjboylan@gmail.com within 14 days of delivery (or within 30 days of shipping if your order hasn't arrived).
2. Include your order number and a clear photo or short video showing the problem.
3. We'll reply within 2 business days. Approved claims get a free replacement or a refund. You won't need to send the damaged item back unless we ask.

What's not covered

• Change-of-mind returns. Because our toys are used by pets, we can't accept returns of items that are opened, used or chewed simply because a pet didn't take to them.
• Normal wear and tear, or damage from chewing and play after delivery.
• Claims made more than 14 days after delivery.
• Orders sent to an incorrect address entered at checkout.

Cancellations

You can cancel for a full refund any time before your order ships. Email us as soon as possible with your order number.

Refunds

Approved refunds go back to your original payment method. Your bank or card issuer may take 5–10 business days to show the credit.

Questions

Email brandandjboylan@gmail.com and we'll be happy to help.