Refund Policy

Last Updated: November 3, 2026

At Firm Pets, we are committed to providing a clear, transparent, and convenient online shopping experience.

We understand that sometimes a product may not meet your expectations or an issue may arise with an order. Our Refund Policy explains how to request a return, the conditions for refund eligibility, how refunds are processed, and what to do if your purchase arrives damaged, defective, or incorrect.

This policy applies to eligible purchases made through our official website, firmpets.com.

1. Return Requests and Refund Eligibility

Firm Pets offers a 14-day return request window for eligible purchases.

You may request a return within 14 calendar days of receiving your order.

To initiate a return or refund request, contact our customer support team at:

Email: downtoncanwell911@hotmail.com

Please include the following information:

Your full name.
Your order number.
The product you wish to return.
The reason for your return request.
Relevant photographs, where applicable.

Our support team will review your request and provide the appropriate return instructions.

Important: Please do not send merchandise back before receiving return instructions from Firm Pets.

2. Return Condition Requirements

To qualify for a standard return, products should be in their original condition and include all applicable original packaging, tags, accessories, manuals, and components.

Customers may reasonably inspect purchased products after delivery.

However, returned products should not show excessive use, damage, alteration, or missing components beyond what is reasonably necessary to inspect the merchandise.

Items may be ineligible for a full refund if they are:

Significantly used beyond reasonable inspection.
Damaged after delivery.
Modified or altered.
Missing essential accessories or components.
Returned in a condition materially different from their original condition.

Returns that do not meet these requirements may be refused or may qualify for a partial refund where permitted by applicable law.

3. Non-Returnable Items

Certain products may be excluded from standard returns because of hygiene, safety, product condition, or other applicable restrictions.

Examples may include:

Products damaged through improper use after delivery.
Items substantially altered after purchase.
Products missing essential components.
Certain hygiene-sensitive products that cannot be safely returned.
Products specifically identified as final sale or non-returnable at the time of purchase, where legally permitted.

If you are uncertain whether a product qualifies for a return, please contact our customer support team before sending it back.

These restrictions do not override any statutory rights or remedies available for defective, damaged, or incorrectly supplied merchandise.

4. Damaged, Defective, or Incorrect Items

We encourage customers to inspect their orders promptly upon delivery.

If your purchase arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible.

Email: downtoncanwell911@hotmail.com

To help us evaluate your request, provide:

Your order number.
The name of the affected product.
A brief description of the issue.
Clear photographs of the product and packaging, when appropriate.

After reviewing the information, we will determine an appropriate resolution.

Depending on the circumstances, available resolutions may include:

Replacement of the affected product, subject to availability.
A refund for the eligible item.
Other appropriate assistance.

When a return is required because of a confirmed product defect, shipping damage, or an incorrect item sent by our store, Firm Pets will cover the reasonable return shipping costs associated with the approved return.

5. Return Shipping Costs

For standard returns involving a change of mind or personal preference, customers are generally responsible for return shipping expenses unless otherwise agreed or required by applicable law.

If a product is returned because it arrived damaged, defective, or incorrect, our customer support team will provide appropriate instructions after reviewing the request.

We recommend using a reliable shipping carrier with tracking information for approved returns.

Please retain proof of shipment until the return has been processed.

Return Address Notice: Our published business address is not automatically an authorized return facility. Please contact our support team to obtain the correct return shipping instructions.

6. Refund Review and Processing

Once an approved returned item has been received and inspected, our team will review its eligibility for a refund.

We will notify you of the outcome using the contact information associated with your order.

If your refund is approved:

The refund will be issued to the original payment method used during checkout.
The refund amount will reflect the eligible purchase value and any applicable adjustments.
Any deductions, where permitted, will be determined based on the circumstances of the return.
Your payment provider may require additional time to display the refund.

Refund posting times depend on your bank, credit card issuer, or payment service provider.

If a refund is legally required, it will be processed within the applicable statutory timeframe.

7. Partial Refunds

In certain circumstances, a partial refund may be offered rather than a full refund, where permitted by applicable law.

Examples include:

Products returned with signs of excessive use.
Merchandise damaged after delivery.
Items missing original components or accessories.
Products materially altered from their original condition.

Any partial refund will be assessed based on the condition of the returned merchandise and the circumstances of the request.

Customers will be informed of applicable adjustments when their refund is reviewed.

8. Original Shipping Charges

Original shipping charges are generally non-refundable for standard returns involving a change of mind or personal preference.

However, shipping charges may be refunded when:

We supplied the wrong product.
The product arrived damaged or defective.
The return resulted from an error by Firm Pets.
A shipping refund is required under applicable law.
We otherwise agree to refund the applicable shipping fees.

Charges for expedited, priority, or upgraded shipping services are generally non-refundable once the applicable service has been provided, except where required by law.

9. Refunds for Canceled Orders

If you would like to cancel an order, please contact us as soon as possible at downtoncanwell911@hotmail.com.

We will make reasonable efforts to accommodate cancellation requests before fulfillment or shipment.

However, cancellation cannot be guaranteed once an order has entered processing, packing, fulfillment, or shipment.

If an order is successfully canceled after payment has been collected, the applicable refund will be issued to the original payment method.

If your order has already shipped, you may request a return after delivery, subject to our Return & Refund Policy.

For additional information, please review our Cancellation Policy.

10. Exchanges and Replacements

If you would like to exchange a product for another item, please contact our customer support team.

Exchange availability depends on:

Product return eligibility.
Condition of the original item.
Current product availability.
The circumstances of the request.

In some situations, the most convenient option may be to return the eligible product for a refund and place a separate order for the desired replacement.

If a product arrives damaged, defective, or incorrect, our team will review appropriate replacement or refund options.

11. Missing or Delayed Refunds

If you have received confirmation that your refund was issued but the amount has not appeared in your account, please:

Check the original payment account used for your purchase.
Contact your bank or credit card provider to verify whether the refund is still processing.
Allow any additional posting time required by your financial institution.
Contact Firm Pets if the refund remains unavailable after a reasonable processing period.

Our customer support team can help review the status of an issued refund.

Please include your order number when contacting us.

Customer Support Email: downtoncanwell911@hotmail.com

12. Lost or Undelivered Orders

If your order has not arrived within the expected delivery period, please contact us with your order number and available tracking information.

We may review the shipment status and contact the shipping carrier where appropriate.

If a shipment is confirmed lost or cannot be fulfilled, we will determine an appropriate resolution, which may include replacement or refund, in accordance with applicable law.

For additional information, please review our Shipping Policy.

13. Consumer Rights

This Refund Policy is intended to explain our standard return and refund procedures.

Nothing in this policy is intended to exclude, restrict, or override consumer rights, statutory warranties, or legal remedies that cannot lawfully be waived under applicable United States federal or state consumer protection laws.

Where applicable legal requirements provide additional rights, those requirements will prevail.

14. Changes to This Refund Policy

Firm Pets may update this Refund Policy periodically to reflect changes in our business operations, return procedures, customer service practices, or applicable requirements.

The latest version will be published on our official website at firmpets.com.

The revision date displayed at the top of this page indicates the most recent update.

Where required by applicable law, appropriate notice will be provided regarding material changes.

15. Contact Firm Pets

For questions about refunds, returns, cancellations, damaged products, incorrect orders, or other purchase-related concerns, please contact our customer support team.

Firm Pets

Official Website: https://firmpets.com

Customer Support Email: downtoncanwell911@hotmail.com

Business Address:

2169 Kyle Green Rd
Abingdon, MD 21009
United States

Please note: Our business address is provided for general contact purposes and is not automatically an authorized return shipping destination. Contact customer support before sending merchandise back.

Thank you for shopping with Firm Pets. We appreciate your business and aim to provide clear, helpful support throughout the return and refund process.