Refund policy

Refund Policy

We want you to feel confident shopping with FamilyKin Pets. This policy applies to orders shipped to the United States and Canada. If you have an issue with your order, please contact us at hello@familykinpets.com. We typically respond within 1–2 business days.

Returns

We have a 14-day return policy, which means you have 14 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: unused, unworn by pets, with tags attached, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please contact us at hello@familykinpets.com with your order number and reason for return.

If your return is accepted, we’ll send you instructions on how and where to send your package. Please do not send items back without first requesting a return. Items sent back without prior approval may not be accepted.

Customers are responsible for return shipping costs unless the item arrives damaged, defective, or incorrect.

Original shipping costs, if any, are non-refundable unless the return is due to our error.

Damages and Issues

Please inspect your order when it arrives and contact us immediately if the item is defective, damaged, or if you receive the wrong item.

To help us evaluate the issue, please include your order number and clear photos of the product, packaging, and any visible damage or issue.

If the item is confirmed to be damaged, defective, or incorrect, we will work with you to make it right.

Personalized Items and Complimentary Launch Gifts

Personalized or customized items, including Personalized Leather Tags, are made according to the information provided at checkout and cannot be returned, exchanged, or refunded unless the item arrives damaged, defective, or incorrect.

Please check all spelling, phone numbers, and personalization details carefully before placing your order. Once production begins, changes may not be possible.

If a Personalized Leather Tag is included as a complimentary launch gift with an eligible product, it has no separate refund value. If you return an eligible unused, non-personalized item from your order, the complimentary personalized tag cannot be returned for refund, exchanged, or credited separately unless it arrived damaged, defective, or incorrect.

Non-returnable Items

We cannot accept returns for gift cards or items that have been used, worn by pets, washed, damaged after delivery, altered, or returned without the original packaging.

Personalized or customized items are final sale unless damaged, defective, or incorrect.

Exchanges

We do not offer direct exchanges at this time.

The fastest way to get the item you want is to return the eligible item you have. Once the return is accepted and approved, you can place a separate order for the new item.

Refunds

We will notify you once we have received and inspected your return, and let you know whether the refund has been approved.

If approved, the refund will be processed to your original payment method within 10 business days. Please remember that it may take additional time for your bank, credit card company, or payment provider to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at hello@familykinpets.com.