Return & Refund Policy

Order Cancellations

Orders may be canceled within 1 hour after the order is placed, provided the order has not already been fulfilled or shipped.

After the 1-hour cancellation window, please contact us at hoomateservice@hoomatepet.com as soon as possible. We cannot guarantee that an order can be changed or canceled once processing has begun.

Returns

For non-defective products, return requests must be submitted within 14 calendar days after delivery.

To be eligible for a return, the item must be unused, in the same condition in which it was received, and in its original packaging. Proof of purchase is required.

Opened or used cat litter, chewed, damaged, stained, or used pet toys, clearance items, promotional items, gift cards, and any items marked as final sale are not eligible for return or exchange.

Returns sent without prior authorization will not be accepted.

How to Request a Return

To request a return or report a product issue, contact us at:

hoomateservice@hoomatepet.com

Please include:

• Your order number
• The reason for your request
• Photos or videos if the product is defective, damaged, missing, or incorrect

We may request additional order information, supporting evidence, or a return inspection before determining whether the product qualifies for a refund, replacement, or other remedy.

If your request is approved, we will provide return instructions and the applicable return address.

Damaged, Missing, or Incorrect Orders

Please inspect your order when it arrives.

Visible shipping damage, missing items, or incorrect items must be reported within 7 calendar days after delivery.

Other verified product defect claims must be submitted within 30 calendar days after delivery.

We may request photos, videos, packaging images, order details, and other reasonable supporting information before approving a refund, replacement, or other remedy.

Return Shipping Fees

For returns due to personal reasons, including change of mind, ordering the wrong item, or pet preference, the customer is responsible for arranging and paying for return shipping.

The original shipping fee paid at checkout is non-refundable.

If we confirm that a product is defective, materially damaged during transit, missing, or incorrect, we will cover the return shipping cost or provide another prepaid return solution at our discretion.

Exchanges

We do not generally offer direct exchanges unless otherwise agreed in writing or the product is confirmed to be defective or incorrect.

In most cases, the fastest way to receive another product is to complete an approved return and place a new order separately.

Refunds

Once we receive and inspect an authorized return, or complete our review of an approved product claim, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method within 10 business days.

Your bank or credit card provider may require additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at hoomateservice@hoomatepet.com.