Refund policy
Updated Return & Refund Policy for EcoPackPet.com
Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Our goal at EcoPetPack.com is to ensure you and your pet are delighted with our sustainable products, and we’re here to assist if something isn’t right.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase to verify your order.
To start a return, you can contact us at ecopetpack@gmail.com. Please include your order number and a brief reason for the return to help us process your request quickly. Note that returns will need to be sent to the following address, which will be provided upon approval of your return request: the return address will be provided upon approval of your return request.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted, as we cannot guarantee proper processing.
You can always contact us for any return questions at ecopetpack@gmail.com
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item. At EcoPackPet.com, we’re committed to making it right—whether that means a replacement, repair, or refund. Simply email us at ecopetpack@gmail.com with photos of the issue and your order number, and we’ll evaluate the situation promptly to resolve it for you.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, such as:
- Perishable goods (e.g., pet food or treats with expiration dates).
- Custom products (e.g., personalized pet collars or beds).
- Personal care goods (e.g., grooming products like shampoos or balms that have been opened).
We also do not accept returns for hazardous materials, flammable liquids, or gases due to safety regulations. Please get in touch at ecopetpack@gmail.com if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards, as these are final purchases.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We’re working on streamlining exchanges in the future, but for now, this process ensures you get the right eco-friendly product for your pet as quickly as possible.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return and you haven’t received your refund, please contact us at ecopetpack@gmail.com with your order details, and we’ll investigate the delay.