Return & Refund Policy

Return requests must be made within 30 days beginning on the delivery date. Please read the conditions below before sending anything back, since returns mailed without authorization cannot always be matched to an order.

Return Eligibility

To qualify, an item must meet all of the following:

• Window: the return is initiated within 30 days of the delivery date.
• Condition: unused and undamaged by the customer.
• Completeness: all original parts, hardware, accessories and packaging included.
• Proof of purchase: the Woody Pet Supplies order number provided with the return.
• Authorization: the return authorized by us before being mailed back.

Return Period

You have 30 days from the delivery date to initiate a return, counted from the date the carrier records the parcel as delivered. Initiating means emailing us within that window. The item should then be sent promptly once authorized.

Items That Cannot Be Returned

• Grooming items that have been used against an animal’s skin or coat, including brushes, bath brushes, nail tools and grooming gloves. Once used, these cannot be returned for hygiene reasons.
• Bedding and fabric items that have been used and carry hair, odour or staining.
• Items returned incomplete, without their original packaging or hardware.

These exclusions do not affect your options where an item is faulty.

Damaged, Defective, or Wrong Items

Email support@woodypetsupplies.com within 48 hours of delivery with your order number, a short description of the problem, and clear photos of the product and the affected area. Keep the original packaging until the matter is settled. Once verified, we arrange a replacement, an exchange where stock allows, or a refund, and we cover approved return shipping in these cases.

Restocking Charges

No restocking fee is charged. Eligible refunds are processed without a restocking deduction. The only cost that may fall to you is return shipping on a change-of-mind return.

Return Shipping Cost

• Change of mind or no longer needed: you cover return shipping.
• Damaged, defective, or incorrect item: we provide or reimburse approved return shipping.

Standard outbound shipping is free on U.S. orders, so there is no outbound shipping fee to refund.

Refund Processing

Returns are inspected on arrival against the conditions above. Approved refunds are processed within 10 business days of being received and approved, and are issued to the original payment method. Your bank may take additional time to post the funds. If a return arrives used or incomplete, we contact you before making a decision.

Return Method

Returns are sent back by mail:

1. Email support@woodypetsupplies.com within 30 days of delivery with your order number, the checkout email address, the item, and the reason for return.
2. Wait for authorization and return instructions before mailing anything.
3. Pack the item securely with all original parts, hardware and packaging.
4. Write your order number on or inside the parcel so it can be matched to your order.
5. Use a trackable service and keep the receipt until the return is complete.

Return address: do not mail a return to our public business address unless we have confirmed it in your return instructions. The correct destination is given when your return is authorized.

Exchanges

Exchanges are offered where stock is available, limited to items that arrived damaged, have a manufacturing defect, or were supplied incorrectly. Contact support before returning an item. We do not exchange for a change of mind, colour or size; for those, return the original and place a new order. Where an exchange is not possible, we offer an eligible refund instead.

Order Cancellations

Orders can be cancelled only before they ship. Email support@woodypetsupplies.com with your order number as early as possible, since processing takes 1 to 2 business days. Once shipped, the standard return process applies.

Refused Deliveries and Undeliverable Orders

If a delivery is refused or a parcel is returned to us as undeliverable, we contact you to arrange redelivery or process a refund. Any return shipping cost charged by the carrier may be deducted, unless the failure was our error or the carrier’s.

Late or Missing Refunds

If a refund has not posted within 15 business days after we confirm it was issued, check with your card issuer first, since posting times vary. If it still has not appeared, email support@woodypetsupplies.com with your order number.

Contact Information

• Business Name: Woody Pet Supplies
• Email: support@woodypetsupplies.com
• Telephone: +1 803-708-3433
• Business Address: 2250 Sunset Blvd Ste F, West Columbia, SC 29169, United States
• Customer Service Hours: Monday to Friday, 9:00 AM to 6:00 PM