Refund policy

Refund Policy We want you and your pet to love your Pounce & Roam order. If something isn't right, we'll make it right.

30-day returns: You have 30 days from delivery to request a return. Items must be unused, clean, and in their original packaging. To start a return, contact us with your order number. We'll send you return instructions, so please don't send items back without contacting us first.

Damaged, defective, or wrong items: If your order arrives damaged, defective, or isn't what you ordered, contact us within 7 days of delivery with a photo. We'll send a free replacement or a full refund, and you won't need to ship anything back.

Non-returnable items: For hygiene reasons, opened shampoos and grooming products that have been used on a pet can't be returned unless they arrived damaged or defective.

Return shipping: For change-of-mind returns, the customer pays return shipping. For damaged, defective, or incorrect items, you pay nothing.

Refunds: Once your return is received and inspected (or your damage claim is approved), we'll refund your original payment method within 5 business days. Your bank may take a few extra days to post it.

Questions? Reach out through our contact page and we'll reply within 1 business day.