Return and refund policy

Return & Refund Policy

At Pet City Houston, your satisfaction is important to us.

We want every pet parent to feel confident when shopping with us. This policy explains our guidelines for returns, replacements, and refunds to help make the process simple and clear.

1. Return Requirements

We accept return requests within 30 days of delivery.

To qualify for a return, the item must meet the following conditions:

  • The product must be unused and in its original condition
  • The item must include original packaging and accessories
  • The product must not show signs of use, damage, or alteration
  • Proof of purchase or order information must be provided

Returns that do not meet these requirements may not be accepted.

2. How to Request a Return

To begin a return request, please contact our customer support team:

Email: service@auagaingo.com

Please include:

  • Order number
  • Product details
  • Reason for the return
  • Photos or additional information if needed

Once your request is reviewed and approved, we will provide further instructions regarding the return process.

Important:
Please do not send items back before receiving return approval from our team. Unauthorized returns may not be processed.

3. Damaged, Incorrect, or Defective Orders

We recommend checking your order as soon as it arrives.

If you receive:

  • A damaged product
  • The wrong item
  • A defective product

Please contact us promptly with photos and order details.

Our team will review the issue and work with you to provide an appropriate solution.

4. Items Not Eligible for Return

For safety, hygiene, and product quality reasons, certain items may not be eligible for return, including:

  • Used pet products
  • Products that have been opened or show signs of use
  • Customized or personalized items
  • Clearance or final-sale products
  • Gift cards
  • Shipping fees already paid

If you are unsure whether your item qualifies for a return, please contact us before submitting your request.

5. Exchanges

Currently, we recommend the following process for exchanges:

  1. Request a return for the original item
  2. Once the return is approved and completed, place a new order for the replacement product

This helps ensure you receive your new item as quickly as possible.

6. International Return Policy

For customers outside the United States, return eligibility may vary depending on shipping location and local regulations.

International customers are responsible for:

  • Return shipping costs unless the item arrived damaged or incorrect
  • Any applicable customs fees or charges

Please contact our support team before returning international orders.

7. Refund Process

Once your returned item arrives and passes inspection, we will send you a confirmation regarding your refund status.

If approved:

  • Refunds will be credited back to your original payment method
  • Processing time may take up to 10 business days
  • Your bank or payment provider may require additional time to display the refund

If you have not received your refund after the processing period, please contact us for assistance.

8. Return Shipping Information

Please contact Pet City Houston before sending any return.

A return confirmation from our team is required to ensure your package is processed correctly.

Return Contact Information:

Pet City Houston
230 Bammel Westfield Rd
Houston, TX 77090
United States

πŸ“ž +1 281-519-4384
βœ‰οΈ service@auagaingo.com

Thank you for choosing Pet City Houston.

We are committed to providing quality pet essentials and dependable service for you and your furry companions.