Refund Policy

Returns

Our policy is no-hassle, simple and  lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

We accept returns in GOOD CONDITION only. We do not accept heavily used, scratched, chewed or hairy products. We advise if you are buying any cooling pad to purchase a cover or use it with a lightweight sheet until you determine if your dog likes the pad.

For unopened and unused products returned in original packaging, sellable condition within 30 days of the date of purchase, we will extend a full refund of the purchase price.

To complete your return, email us your receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

Refund Process
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at help@keypetsupplies.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at help@keypetsupplies.com and send your item to: 11024 Montgomery Blvd NE Albuquerque New Mexico US 87111.

Shipping
To return your product, you should mail your product to: 11024 Montgomery Blvd NE Albuquerque New Mexico US 87111

You will be responsible for paying your own shipping costs for returning your item if free shipping was applied to your purchase. Shipping costs are refundable if the free shipping coupon was not applied.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item and it is recommended for all return shipments.