Cancellation

We accept order cancellation before the product is shipped or produced. If the order is canceled you will get a full refund. We cannot cancel the order if the product is already shipped out. 

Wrong Address Policy

We only send products to the shipping address provided by customer on our website. That's why it is important to carefully enter your shipping address when placing order. If you have made an error in entering your address, please reach out to our customer support team as soon as possible. Shipping address might still be corrected if your order has not been fulfilled and shipped out from the warehouse.

- If your order has not been fulfilled and shipped out from the warehouse, please reach our customer support team as soon as possible to fix this.

- If the order has been shipped out, and returned-to-sender due to wrong address or insufficient shipping address, we will need to send you an invoice to cover the complete cost of re-shipping your order.

- If the order has been shipped out and delivered to a wrong address, you might just lost your order unless you are able to resolve this with the logistic or the recipient. We will not be able to refund this order nor re-ship another package.

We are asking you, the customer, to understand that we are a small business and every time we have to re-ship another package, not only we are losing profit, but losing money.

This policy is not our preference, nor is it our first choice.  However, the simplest solution to this problem is to carefully enter and review your address as you are placing your order. 


Returns (if applicable)

We accept the return of products. Customers have the right to apply for a return within 30 days after delivery of the product.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If it's used, we do not accept returns unless there is a product quality issue. Please send us a video showing the issue as proof to go through the 30 days money-back process. 

To complete your return, please ask our customer service to make sure you send the package to the right return address with the Unique Customer Code for return order. We will not accept liability for any goods returned directly without Unique Customer Code.

Notes

- Standard worldwide free shipping is available for purchase value over $30.

- We do not provide a return label or cover the return shipping, customers should be responsible for the return shipping fee. The specific fee should be based on the logistic company you choose.

- Our payment gateway will charge a 5% of the item cost as transaction fee for all canceled or returned order.

- A 10% of the item cost will be charged to the costumers as a restocking fee  for returned order.


Refunds (if applicable)

Once your return is received and inspected, we will email you a notification of receipt. 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.

Please note that shipping fee is non-refundable

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, please contact us at support@smarterpetsupplies.com

Please contact our Customer service at support@smarterpetsupplies.com to get the return address.

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