Last updated: 06.23.2026

Refund & Return Policy

7-Day Voluntary Return Eligibility Period

We offer a 7-calendar-day voluntary return window for eligible pet goods, counting from the day you receive your package. All voluntary return requests must be submitted via email within this 7-day limit. Requests sent after the 7-day window for personal preference reasons will be rejected.

Exception for Defective / Wrong / Damaged Items

This 7-day limit only applies to voluntary returns (size mismatch, dislike, personal change of mind). If your item arrives broken, factory defective, missing accessories, or we shipped the wrong product, you may submit a support request within 30 calendar days after delivery for full resolution, regardless of the 7-day voluntary return rule.

1.      Unused, unwashed, unmodified and undamaged, with all original tags, sealed packaging, manuals and complete accessories intact;

2.      No pet stains, pet hair, bite marks, odors or scratch damage on soft goods like pet beds, blankets and cushions;

3.      You must provide a valid order number or purchase receipt as proof of order.

To initiate a return: Please submit a return request via our official support email: service1@okclevervet.com, including your order number and return reason. We will respond within 2 business days and send you authorized return address & shipping instructions. We will refuse to process refunds for packages sent back without prior written return approval. All return-related inquiries can be sent to service1@okclevervet.com.

Damaged, Defective or Incorrect Items

Please fully inspect your order immediately upon delivery. If your product arrives broken, factory defective, missing parts, or you receive the wrong item, contact us right away with clear photos of packaging and goods. We offer three solutions for merchant-side errors for you to choose from:

1.      Full refund of your product payment;

2.      Free replacement item with our coverage of return & reship shipping fees;

3.      Store credit equal to your item purchase value.

Non-Returnable & Non-Refundable Items

The below categories cannot be returned or refunded due to hygiene, safety or sales rules:

1.      Hygiene & disposable pet supplies: cat litter, pet diapers, oral care toothbrushes, feeding bowls, opened pet grooming liquid, parasite repellent products;

2.      Custom personalized pet goods (engraved name beds, custom-size furniture made to your request);

3.      Perishable products: pet food, snacks, vitamins, flowers and plant decorations;

4.      Personal care & beauty goods, flammable liquids, hazardous chemical materials;

5.      All products marked “Final Sale / Clearance” on product pages;

6.      Gift cards and store credit balances.

Exchanges

1. Customer-initiated exchange (personal preference, size mismatch)

The fastest solution is to submit a return for your current item, and place a separate new order for the goods you want. You will bear all outgoing and return shipping fees.

2. Merchant-caused exchange (wrong size, defective goods, shipping error)

We provide free item replacement and cover all return & re-delivery shipping costs after we receive your returned faulty goods.

Shipping Cost Rules for Returns

1.      Voluntary return (you no longer want the item, size mismatch, personal dislike): You are fully responsible for all return shipping charges. Original outbound delivery fees paid at checkout are non-refundable.

2.      Return caused by our error (damaged, wrong item, factory defect): We will cover all return shipping costs, no extra charge for you.

3.      Oversized pet furniture (large pet beds, crates): Additional volume surcharges may apply to return shipments, which will be notified to you in advance when approving your return request.

Refund Processing Rules

1.      After our US warehouse receives and inspects your returned package and confirms all eligibility rules are met, we will send you an email refund notification within 3–5 business days.

2.      Once your refund is approved, funds will automatically be returned to your original payment method. Please allow an extra 5–10 business days for banks, credit card providers or payment platforms to complete fund posting to your account.

3.      If your returned item is stained, damaged, missing packaging/accessories or fails inspection, we will notify you of the rejection reason and hold the package for 7 days for you to arrange redelivery at your cost; unclaimed goods will be discarded after this period with no refund issued.

Additional Consumer Rights Statement

We will never charge extra fees, restrict purchasing, or provide lower-quality service if you exercise your return or refund rights in compliance with this policy, in accordance with California CCPA and U.S. federal consumer protection laws. If we decline your refund request, we will provide a clear written explanation of the rejection grounds via email.