Thank you for shopping at Wag2me. We want you to be completely satisfied with your purchase, and we understand that sometimes a return or exchange is necessary. Please read our policy below to ensure that you are eligible for a return or refund and to understand our process.

30-Day Return Policy

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return. 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.

Return Process

To initiate a return, please contact our customer care team at wag2me@sincerepet.com. Our team will guide you through the process and provide instructions on how and where to send your package. Please note that we cannot accept returns that were not first authorized by our customer care team.

Damages and Issues

We take the quality of our products seriously and want to ensure that you receive your order in the best condition possible. If you receive a damaged or defective item, please contact our customer care team immediately at wag2me@sincerepet.com. Please include your order number and photos or videos of the damaged item in your message, and we will make it right.

Non-Returnable Items

1. Clearance Products: We are unable to accept returns on clearance products. These items are heavily discounted and offered as final sale, except in the case of a defect or damage during shipping. We recommend carefully reviewing the product description and considering your purchase before checking out.
2. Bundled Products with Additional Discounts: Bundled products that are offered with additional discounts cannot be returned individually. These items are sold as a package deal at a reduced price, and therefore, returns or exchanges will only be accepted for the entire bundle in case of a defect or damage during shipping. We recommend carefully considering your purchase and reviewing the product details of each item within the bundle before making a final decision.
3. Personalized and Customized Items: Items that have been customized or personalized specifically for your pet cannot be returned unless there is a manufacturing defect or an error on our part. We advise double-checking all customization details before placing your order.

We understand that there may be exceptional circumstances, and we always strive to provide the best possible solution for our customers. If you have any questions or concerns regarding a non-returnable item or need assistance with a defective product, please reach out to our customer support team, and we will be more than happy to assist you.

Exchanges

If you would like to exchange an item, 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. To initiate an exchange, please contact our customer care team at wag2me@sincerepet.com. Our team will guide you through the process and provide instructions on how to receive your replacement item.

Refunds

We offer full refunds on items returned within 30 days of delivery. 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 will be automatically refunded on your original payment method. Please allow up to 10 business days for the refund to be processed and posted by your bank or credit card company.

We do not refund any additional shipping costs incurred by the customer, such as expedited shipping fees, as our standard shipping is free of charge.

Return Shipping

We understand that sometimes mistakes happen, and we want to ensure a smooth and hassle-free shopping experience for our customers. Therefore, we kindly request that you bear the responsibility for return shipping fees in cases where the return or refund is due to buyer error. Examples of buyer error include:

• Ordering the wrong item or size
• Changing your mind or no longer wanting the product
• Providing an incorrect shipping address
• Failing to collect the package from the delivery location

However, we stand by the quality and accuracy of our products, and if any of the following situations occur, we will gladly cover the return shipping fees:

• The item arrived damaged or defective
• The item is expired upon arrival
• Late delivery caused by factors beyond your control
• You received the wrong item due to our error

If any of the above situations apply to your return, please contact our customer support team, and they will provide you with a prepaid shipping label or arrange for the reimbursement of your return shipping costs.

Refunds without Return

At our discretion, a refund may be issued without requiring a return of the product. In these situations, please note that we do not take ownership of the refunded item.

If you have any questions or concerns about our Return & Refund Policy, please do not hesitate to contact our customer care team at wag2me@sincerepet.com. We will do our best to assist you.