Return and Refund Policy
Return and Refund Policy
Cancel:
You can cancel your order at any time before the item ships.
You can cancel the order by yourself within 24 hours, the order has been sent, please contact us by email to cancel.
After we receive your request, it may take up to 7 business days to issue the refund to the original method of payment. If you have not received your refund after 7 working days, please contact us directly at support@topmartpet.com with your order number and payment method, we will reply within 12 days after receiving your email reply and Sent to you within working days.
We accept order cancellations prior to product shipment or production. When an order is cancelled, you will receive a full refund.
Return/refund or exchange within 15 business days of dispatch if item has been dispatched
Non-returnable items:
We do not accept returns for:
Items beyond the 15 business day warranty period.
Please note that we will not be responsible for shipping charges for returns after delivery.
If your product is lost or damaged, you can send it to support@topmartpet.com and we will reissue it for you.
return
Standard Return Policy:
Return and Refund Policy Terms and Conditions:
We are unable to process unreasonable returns for orders caused by customers who did not read the product details carefully and the product size or fabric is not suitable
For other reasons that lead to wrong orders and orders that need to be refunded, we cannot provide no-reason return processing
This clause only allows the return and exchange of products purchased directly from www.topmartpet.com (if you buy Amazon or Walmart products, please contact their platform service personnel)
When you request a refund or exchange, please email us first.
We need your following
1 order number
2 Reasons for return or exchange
3 Photos or videos showing product damage.
Once we receive your email, we will reply you within 24 hours.
How to return?
To return a product to Topmart, please email support@topmartpet.com. Apply for an RA (Return Material Authorization). Please include your order ID number and reason for return/exchange. All returns require email only authorization. We will give you our shipping address to return the product, please return the product within 7 days of receiving our refund confirmation email.
Please email us the tracking number after sending it back.
We will contact you after receiving the product. Your refund will be issued within 3~7 working days.
PLEASE NOTE: When returning, please repack all products and accessories you received.
return shipping
All shipping charges are to be borne by the customer. This includes shipping costs for returns or exchanges. Shipping charges are non-refundable. If the return is caused by us and the product received is damaged or incorrect, please take a photo and send it to us, you will not be responsible for the shipping cost.
Refund
If the returned product is brand new and all packaging is in good condition (non-human factors), we will refund the product cost and freight to your original payment account;
After we receive your returned item, it can take up to 7 business days to issue a refund to the original method of payment.
If you have not received your refund after 7 working days, please contact us directly at support@topmartpet.com with your order number and payment method, we will get back to you within 12 hours of receiving the email.
After-sales contact information
E-mail: support@topmartpet.com
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
If you have any questions, please email support@topmartpet.com so we can better understand how we can help you resolve your issue.