Frequently Asked Questions

 

How do I know if a product is eco-friendly?

We prioritize sustainability in our product selection. Each item is carefully evaluated based on its materials, manufacturing processes, and overall environmental impact. Look for product descriptions that highlight certifications or eco-friendly features, which indicate their commitment to sustainability.

What is your return policy?

We have a 7-day return policy, meaning you can request a return within 7 days of receiving your item. To be eligible for a return, the item must be in its original condition, unworn or unused, with tags, and in its original packaging. Please refer to our return policy for detailed instructions on how to initiate a return.

Are there any items that cannot be returned?

Yes, certain items are non-returnable, including perishable goods, custom products, and personal care items. Additionally, we do not accept returns on sale items or gift cards. If you have questions about a specific item, please contact us for clarification.

How long does it take to process a refund?

Once we receive and inspect your return, we will notify you regarding the approval of your refund. If approved, the refund will be processed to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to post the refund.

Do you offer exchanges?

We do not offer direct exchanges. The fastest way to obtain a different item is to return the original product and, once the return is accepted, make a separate purchase for the new item.

What should I do if my item is damaged or defective?

If you receive a damaged or defective item, please contact us immediately upon receipt. We will evaluate the issue and work to resolve it promptly, ensuring that you receive a satisfactory solution.

How can I contact customer service?

You can reach our customer service team via email at melaniepoultney@smartpawshub.com. We are here to assist you with any questions or concerns you may have regarding our products or services.