Returns and Refunds

Last Updated: August 20, 2026

We want every DEEOW product to arrive in good condition and be ready for safe, enjoyable play. If there is a problem with your order or product, please review the policy below and contact us at support@deeowpet.com.

1. 30-Day Support Window

If your order arrives damaged, contains an incorrect or missing item, or you suspect a manufacturing defect, please contact us within 30 days of delivery. If you notice visible damage when checking the product, we recommend contacting us and documenting the issue before the product is used for normal play.

Requests submitted after 30 days may no longer be eligible for product issue review or replacement.

This 30-day period is a support window for eligible order or product issues. It is not a general 30-day return period for change of mind or personal preference.

2. Issues Eligible for Review

· Item damaged upon arrival

· Incorrect item received

· Missing item from your order

· Verified manufacturing defect, including an issue identified during initial inspection or a basic function check

For damaged or potentially defective product claims, please keep the original retail packaging and/or product tag, if available, and provide clear photos showing the product condition before use where possible. This helps us confirm the condition of the item when it was received.

All requests are subject to review by DEEOW Customer Support before a resolution is arranged.

3. Issues Not Covered

The following situations are not covered by this policy:

· Change of mind

· Personal preference regarding color, style, texture, or design

· A pet not showing interest in or preferring a product

· Incorrect size or fit selected by the customer

· Normal wear and tear

· Bite marks, punctures, tearing, or similar damage resulting from normal play

· Damage caused by heavy or aggressive chewing

· Damage caused by use that does not follow product or safety guidance

· Additional damage caused by continuing to use a toy after it has already become damaged

Before purchasing, please review the product dimensions, Recommended Fit, fit guidance, chewing suitability, play instructions, and safety information provided on the product page.

If you are unsure whether a product is suitable for your dog, you may contact us at support@deeowpet.com before placing your order.

4. Toy Durability and Play Damage

No pet toy is indestructible. A toy's lifespan can vary depending on your dog's size, chewing strength, play style, and frequency of use.

DEEOW products should be used for their recommended play purposes and under appropriate supervision.

Products identified as unsuitable for Heavy or Aggressive Chewers should not be used for strong or sustained heavy chewing.

Bite marks, punctures, tearing, wear, or other damage caused by normal chewing and play are not considered manufacturing defects. Please inspect toys regularly and stop use if any part becomes loose, damaged, or potentially unsafe.

5. How to Report a Problem

If your order may qualify for support, please contact support@deeowpet.com and provide the following information where possible:

· Your order number and the email address used to place the order

· A brief description of the issue

· Clear photos of the product; for visible damage present on arrival, please provide photos taken before use where possible

· The original retail packaging and/or product tag, if available

· Photos of the shipping package and Shipping Label if the issue involves transit damage

· A video if needed to show a functional issue

Please keep the product, original packaging, and any related tags until the review is complete where reasonably possible. Complete information helps us review your request more efficiently.

If the information provided is not enough to complete the review, DEEOW may ask for additional details. If an issue cannot be reasonably verified, we may be unable to continue processing the request.

6. Replacements

For approved claims involving an item damaged on arrival, an incorrect or missing item, or a verified manufacturing defect, DEEOW will generally prioritize replacement.

The replacement provided will depend on the confirmed issue and current product availability.

7. Refunds

Eligible product or order issues are generally handled through replacement first.

If a replacement cannot be arranged, or DEEOW determines that another resolution is more appropriate based on the circumstances, we may offer a refund or another suitable resolution.

Approved refunds will be issued to the original payment method. The time it takes for the refund to appear may vary depending on your bank or payment provider.

8. Returns

DEEOW does not accept physical returns for products purchased through deeowpet.com.

If your product has an eligible order or quality issue, please contact support@deeowpet.com first and provide the relevant order information and photos.

Please do not send products back to our warehouse or any other address. After your request has been reviewed, DEEOW Customer Support will advise you on the appropriate next steps based on the circumstances.

Please keep the product and relevant packaging until the review is complete.

9. Third-Party Purchases

This policy applies only to products purchased directly through deeowpet.com.

If you purchased a DEEOW product through Amazon or another retailer, marketplace, distributor, or third-party sales channel, please contact the original place of purchase and follow that platform or retailer’s after-sales policy.

10. Contact Us

If you have questions about an order, product issue, replacement, refund, or support request, please contact support@deeowpet.com.

For questions about shipping, tracking, delivery delays, lost packages, or other delivery-related concerns, please refer to our Shipping Policy.