We truly care about every pet and every customer. To protect the health and safety of all pets, and to ensure fair and transparent service, please review our Returns & Refunds Policy carefully before placing an order.

Order Cancellation

Before shipment: You may request to cancel your order before it has been shipped. Once approved, all payments, including shipping fees, will be refunded to the original payment method.

After shipment: Once an order has been shipped, it cannot be cancelled.

Customer-Related Delivery Issues

If delivery fails due to customer-related reasons, including but not limited to:

• Incorrect or incomplete shipping address
• Refusal to pay import duties, taxes, customs fees, or other charges required upon delivery

and the package is not delivered, returned, or disposed of, we are unable to offer refunds for the order.

If you notice that your package is being returned, please contact us as soon as possible. Some shipping routes support re-delivery services. In such cases, you may request re-delivery, and any additional shipping fees will need to be covered by the customer.

Carrier-Related Delivery Issues

If a package is confirmed lost due to a carrier issue, we will provide a full refund, including the original shipping fee.

Delivered but Not Received / Stolen Packages

Signature confirmation is not included by default. Most shipments are delivered without a signature and may be left at your doorstep, porch, mailroom, or other secure location at the carrier’s discretion.

Once the carrier’s tracking information shows that an order has been successfully delivered to the correct address, the delivery obligation is considered fulfilled. Unfortunately, we are unable to take responsibility for packages that are lost or stolen after delivery.

If you believe your package has been stolen, we are happy to assist by providing tracking details or contacting the carrier, but we are unable to offer replacements or refunds in such cases. We truly appreciate your understanding and support of small businesses.

Incorrect / Wrong Item Received

If you receive an incorrect item due to an error on our part, please contact us within 7 days after delivery with your order number and clear photos of the item received.

Once the issue is confirmed, we will offer a refund for the affected item. In some cases, we may not require the incorrect item to be returned.

We sincerely apologize for the inconvenience and will do our best to resolve the issue promptly.

Returns & Hygiene Considerations (Important)

Due to the nature of our products, all items are non-returnable and non-refundable unless there is a verified product quality issue.

We specialize in pet products, and once an item has been delivered, we cannot guarantee:

• Whether it has been opened or used
• Whether it has been exposed to bacteria or viruses
• Whether it remains safe for other pets

We also do not feel comfortable reselling returned pet products, as every pet is a beloved family member. We believe most pet owners would also prefer not to use items that may have been previously exposed to other pets, even if they appear unused.

We sincerely appreciate your understanding, as this policy is designed to protect all pets’ health and safety.

Exchanges

Due to hygiene and safety considerations, we are unable to offer exchanges for any orders once they have been shipped.

If you need a different item, size, or style, we kindly suggest that you place a new order. 

Thank you for your understanding.

Product Quality Issues & Refunds

If you receive a product with a verified quality issue, please contact us within 7 days after delivery with your order number and clear photos or videos.

Product quality issues refer to cases where the item:

• Is damaged during shipping (e.g. broken fragile items due to rough handling)
• Is no longer able to perform its intended function

After review and mutual agreement, we may offer a refund or other appropriate solution.

Please note that appearance-related issues do not necessarily qualify as quality defects. For example, textile products may arrive wrinkled or creased due to compression during transit. These wrinkles usually fade over time or after washing. As long as the product’s functionality is not affected, such appearance changes are considered normal and may not qualify for a refund.

Refund Method & Timing

Once your refund request has been reviewed and approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@rubysbunnyroom.com.

Unsatisfactory Experience & Support

If you are unhappy with your experience for reasons such as:

• Shipping delays
• Dissatisfaction with products
• Other service-related concerns

please contact us first before leaving feedback or opening a dispute.

We genuinely want to help and are happy to discuss reasonable solutions to address the situation. In some cases, this may include offering store credit which can be used toward a future purchase, or partial refund, to help make up for the inconvenience and improve your experience.

Contact Us

If you have any questions about returns or refunds, please reach out to us at info@rubysbunnyroom.com.

We’re always here to help and appreciate your trust in us.