Refund policy
Return Policy
At EZwhelp, your satisfaction is our top priority. We stand behind every product we sell with a comprehensive 30-day money back guarantee to ensure you and your beloved pets are completely happy with your purchase. We understand that finding the perfect products for your furry family members is important, and we're committed to making your shopping experience enjoyable.
Return Window and Timeline
All returns must be initiated within 30 days of the order fulfillment date shown on your shipping confirmation. We strongly recommend contacting our customer support team as soon as possible if you're not satisfied with your purchase so we can help resolve any issues quickly and efficiently. The sooner you reach out, the faster we can find a solutions that works for you and your pet.
Eligible Return Conditions
To qualify for a return and refund, all items must meet the following conditions:
- Products must be in their original, unused conditions with all original packaging, tags, labels, and documentation intact.
- Food items, treats, supplements, and any consumable products must remain unopened and sealed in their original packaging for health, safety, and hygiene reasons.
- Items must not show any signes of pet use, damage, wear, or alteration.
- Items must be free of hair and odor.
- Proof of purchase is required for all returns, including your order number, receipt, or order confirmation email.
Non-Returnable Items
For health, safety, and hygiene reasons, certain items cannot be returned or refunded under any circumstances. These include any open food products, treats, supplements, or consumables of any kind. Whelping boxes, pads, accessories, and/or other products that have been used or show signs of use, damage, wear, contaminants, odor, or alteration cannot be returned or refunded. Personalized, custom-made, or special order products that were created specifically for you or your pet cannot be returned or refunded. Items marked as Final Sale, Clearance, or Closeout are not eligible for return or refund. Products that have been used, show signs of pet contact, or have been damaged after delivery cannot be accepted back into our inventory.
Refund Process and Timeline
Once we receive your return item at our facility, our quality control team will carefully inspect it to ensure it meets all return conditions. Upon successful inspection and approval, we will process your refund. Refunds will be issued to your original payment method used at the time of purchase and can take 3-5 business days to appear in your account depending on your financial institution. Please note that original shipping costs are non-refundable unless the return is due to our error, a defective products, or an item that arrived damaged.
Return Shipping Costs and Proceedures
Customers are responsible for all return shipping costs unless the return is due to our error, a defectibe product, or an items that arrived damaged during transit. We strongly recommend using a trackable shipping method with insurance to ensure your return reaches our facility safely and can be tracked throughout the shipping process. We cannot be held responsible for returns that are lost or damaged during return shipment. Please retain your tracking number and shipping receipt until your return has been processed and your refund has been issued.
Damaged or Defective Items
If you receive a damaged, defective, or incorrect product, please contact our customer service team immediately upon receipt. We will need clear photos of the item, its packaging, and any visible damage or defects to process your claim quickly. Once we review your photos and information, we will arrange for a replacment products OR part(s) to be sent to you at no additional cost, or issue a full refund including all original shipping costs. In cases of damage or defective items, we may provide a prepaid return shipping label to have the item returned to us. It is the sole discretion of EZwhelp to replace individual parts, replace full products, or issue a full refund. We may ask for damaged or defective items be returned to us; in which case, we will provide a prepaid return shipping label so you won't incure any return shipping expenses.
How to Initiate a Return
To start the return process, please contact our customer service team through our website contact form or customer service email, customer_service@ezwhelp.com. You'll need to provide your order number, the item you wish to return, and the reason for your return. Our team will review your requestion and provide you with detailed return instrucitons and a return authorization number if required. Please do not ship any items back to us without first contacting customer service and receiving return instructions, as unauthorized returns may not be processed.
Restocking Fees
EZwhelp does not charge restoncking fees on standard returns that meet all return conditions. However, items that are returned without authorization, arrive damaged due to improper packaging, or do not meet return conditions may be subject to a restocking fee, up to 50%, or may not be eligible for refund, 100%.
SALES - PRICING & ITEMS
Discount codes are not valid during holiday sales events.
Only regular priced items may be refunded. Unfortunately sale items not eligible for refund.
OUR SHIPPING ADDRESS
To return your product, please contact us first for approval. Then ship your product to:
EZwhelp, Inc.
2150 Boggs Rd Ste 100 Bldg 100
Duluth, GA 30096
Be sure to include your order number on the return package. All shipping costs are non-refundable.