FAQ

General Questions

What is your return policy?

We accept returns within 30 days of delivery. Items must be:

• Unused • Unworn • In original condition • Free of pet hair, odors, stains, or wear • In original packaging with all accessories

Sale items, used items, and damaged items cannot be returned.

How do I start a return?

Email us at rosannepetsupplies@gmail.com with:

• Your name • Order number • The item you want to return • A brief explanation

Items sent back without approval will not be accepted.

Do you offer exchanges?

We do not offer direct exchanges. You may return eligible items and place a new order.

Can I cancel my order?

Orders can be canceled before they ship. Once shipped, cancellations are no longer possible.

Shipping FAQ

Where do you ship?

We currently ship within the United States.

How long does shipping take?

Orders typically ship within 2–5 business days. Delivery times vary based on your location and carrier.

Do you offer free shipping?

Shipping rates are shown at checkout based on your location and carrier options.

My package says “Delivered” but I didn’t receive it.

Once a package is marked Delivered by the carrier, we are not responsible for:

• Loss or theft • Porch pirate incidents • Items left unattended • Packages stolen from mailboxes or porches

If this happens, email us and we will review the situation.

Order FAQ

How do I check my order status?

You will receive an email with tracking information once your order ships.

Can I change my shipping address?

Address changes can only be made before the order ships. Once shipped, we cannot modify the address.

What if my order arrives damaged or incorrect?

Contact us within 7 days of delivery. We may request photos to verify the issue. Approved cases will be replaced or refunded.

Product FAQ

Do you accept returns on pet beds, bowls, grooming tools, or carriers?

For hygiene and safety reasons, these items cannot be returned once opened or used.

What items cannot be returned?

• Pet beds • Pet bowls • Pet grooming tools • Pet carriers • Any item showing signs of use • Any item damaged after delivery • Any item missing packaging or parts

Why are some items non‑returnable?

This protects product safety, prevents contamination, and ensures all customers receive brand‑new items.

Pet Safety FAQ

Are your products safe for pets?

Yes — however, customers are responsible for safe use and supervision.

What safety precautions should I follow?

• Keep packaging materials away from pets and children • Inspect products regularly for wear or damage • Do not allow pets to chew or ingest small parts • Supervise pets when introducing new products

What if my pet damages the product?

We are not responsible for damage caused by pets, children, or improper use.

Store Policies FAQ

Do you charge a restocking fee?

Yes — a 10% restocking fee applies to all returns.

Are shipping fees refundable?

Shipping fees are non‑refundable unless the issue was our error.

How long do refunds take?

Approved refunds are issued within 3–7 business days after inspection.

How do I contact customer support?

Email us anytime at: rosannepetsupplies@gmail.com