Return & Refund Policy

Last updated: July 26, 2026

This Return & Refund Policy explains how Zoofyla (“we,” “us,” or “our”) handles returns, exchanges, and refunds for orders placed on https://www.zoofyla.com (the “Site”). By placing an order, you agree to this Policy.

Please also review our Shipping Policy. Because orders are shipped from China via YunExpress, return shipping to us can be costly. Please read this Policy carefully before requesting a return.

Return window

You may request a return within 30 days of the delivery date shown on your tracking information (or within 30 days of the order date if delivery confirmation is unavailable). Requests made after this window may be denied.

Eligible returns

To be eligible for a return, items generally must be:

  • Unused and in the same condition as received
  • In the original packaging, with all tags and accessories included (where applicable)
  • Free from pet hair, saliva, bite marks, odors, stains, or other signs of use

Because our products are pet toys, we cannot accept returns of items that have been chewed, played with, soiled, or otherwise used by a pet, except where the item arrived defective or damaged as described below.

Non-returnable items

The following are generally not eligible for return or refund (unless required by applicable law, or unless the item arrived defective/damaged/incorrect):

  • Opened, used, chewed, or soiled pet toys
  • Items returned without prior approval
  • Items returned after the return window
  • Gift cards or promotional/discount-only items (if offered)
  • Final-sale or clearance items marked as non-returnable on the product page

Defective, damaged, or incorrect items

If your item arrives defective, damaged in transit, or is not what you ordered, contact us within 7 days of delivery at [email protected] and include:

  • Your order number
  • A description of the issue
  • Clear photos of the product and packaging (and the shipping label if relevant)

After we confirm the issue, we will offer a replacement (when available) or a refund. For approved defective/damaged/incorrect-item cases, we will cover reasonable return shipping or provide a prepaid return label when available. In some cases, we may not require the item to be returned and may refund or replace it based on the photos and tracking information.

Change of mind returns

If you wish to return an eligible unused item because you changed your mind or ordered the wrong size/type, you must contact us first for approval. If approved:

  • You are responsible for return shipping costs to our return address in China
  • Original outbound shipping fees are non-refundable
  • You are responsible for the package until it is received and inspected by us
  • We recommend using a trackable shipping method and retaining proof of shipment

Because international return shipping can be expensive relative to the product price, we may offer store credit or a partial refund as an alternative when returning the item is not practical. Any alternative will be confirmed with you by email before processing.

How to start a return

Please do not ship items back without contacting us first. To request a return:

  1. Email [email protected] with your order number and reason for return
  2. Attach photos if the item is damaged, defective, or incorrect
  3. Wait for our written approval and return instructions
  4. Ship the item according to the instructions we provide

Returns sent without prior approval may be refused or may not be refunded.

Inspection

Once we receive a returned item, we will inspect it. Refunds or replacements are issued only after the return passes inspection and meets this Policy. If an item arrives used, damaged by the return shipment, incomplete, or otherwise ineligible, we may deny the refund or deduct an amount reflecting the condition of the item.

Refunds

Approved refunds will be issued to the original payment method. Please allow 5–10 business days after approval for the refund to appear, depending on your bank or payment provider.

Unless we state otherwise for a defective/damaged/incorrect-item case:

  • Product price may be refunded if the return is approved
  • Original shipping fees are non-refundable
  • Return shipping fees paid by you are non-refundable
  • Duties, taxes, or carrier fees (if any) are generally non-refundable

Exchanges

We do not offer direct exchanges by default. If you need a different item, request a return/refund for the eligible item (if approved), then place a new order for the item you want. For defective or incorrect items, we may ship a replacement instead of processing a refund.

Late or missing refunds

If you were approved for a refund but have not received it, first check your bank or payment account again. Then contact your payment provider. If you still need help, email [email protected] with your order number and we will look into it.

Order cancellations

You may request cancellation by emailing [email protected] as soon as possible after purchase. If the order has not yet been processed or handed to YunExpress, we will cancel it and issue a full refund. If the order has already shipped, it cannot be canceled and must follow the return process in this Policy (if eligible).

Chargebacks

If you have an issue with your order, please contact us first so we can help resolve it. Filing a chargeback without contacting us may delay resolution. We reserve the right to provide transaction and shipping evidence to the payment provider in response to a dispute.

Changes to this policy

We may update this Return & Refund Policy from time to time. The “Last updated” date at the top will reflect changes. The version in effect at the time you place an order applies to that order.

Contact us

For returns or refund questions, contact:

Zoofyla
Email: [email protected]
Website: https://www.zoofyla.com