We want you and your pet to love your order. If something isn't right, we're here to help.
30-day returns
You can return most items within 30 days of delivery. To be eligible, items must be unused, in their original condition and packaging.
How to start a return
- Email byhnysf@gmail.com with your order number and the reason for the return.
- We'll reply within 1–2 business days with return instructions and the return address.
- Please don't send items back without contacting us first; returns sent without instructions can't be processed.
Return shipping
The customer pays return shipping costs, unless the item arrived damaged, defective or incorrect. In that case we cover everything; just send us a photo within 7 days of delivery and we'll send a replacement or a full refund, usually without needing the item back.
Refunds
Once we receive and inspect your return, we'll email you to confirm. Approved refunds are issued to your original payment method within 5–10 business days. Original shipping charges are non-refundable.
Non-returnable items
- Items that have been used, washed or damaged by pets.
- Grooming items (combs, brushes, grooming devices) that have been opened, for hygiene reasons, unless they are defective.
- Gift cards.
Cancellations
You can cancel your order free of charge within 12 hours of placing it. After that, it may already be on its way and the return policy applies.
Exchanges
The fastest way to get a different item is to return the one you have and place a new order.