Return & Refund Policy

Last Updated: November 2, 2026

At Firm Pets, customer satisfaction is an important part of our commitment to providing a dependable and convenient online shopping experience. Through our official website, firmpets.com, we offer pet toys, accessories, and everyday pet supplies for customers throughout the United States.

We understand that sometimes a purchase may not meet your expectations. Our Return & Refund Policy explains the eligibility requirements, procedures, and conditions for requesting returns, refunds, cancellations, and exchanges.

Please review this policy carefully before initiating a return.

1. Return Eligibility

Firm Pets offers a 14-day return window for eligible purchases. Customers may request a return within 14 calendar days of receiving their order.

To qualify for a return, your item must:

• Be within the applicable 14-day return request period.

• Be in its original condition, without excessive use, damage, or unauthorized alterations.

• Include its original packaging, labels, tags, accessories, manuals, and components, where applicable.

• Be accompanied by valid proof of purchase or an order number.

• Meet the eligibility requirements outlined in this policy.

Customers may reasonably inspect purchased products after delivery. However, items should not be used beyond what is reasonably necessary to evaluate their condition and suitability.

Products returned in a condition that does not meet these requirements may be declined or may qualify for a partial refund where permitted by applicable law.

2. How to Request a Return

To initiate a return, please contact the Firm Pets Customer Support Team.

Email: downtoncanwell911@hotmail.com

Please include the following information:

• Your full name.

• Your order number.

• The name of the product you wish to return.

• The reason for your return request.

• Clear photographs if the item arrived damaged, defective, or incorrect, where appropriate.

After receiving your request, our customer support team will review the information and provide the appropriate next steps.

If your return is approved, we will provide return instructions, including the designated return shipping address when applicable.

Important: Please do not send merchandise back before contacting our customer support team and receiving return instructions. Unauthorized returns may experience processing delays or may not be accepted.

3. Non-Returnable Items

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

Examples include:

• Products that have been excessively used, damaged, or modified after delivery.

• Items missing essential components, accessories, or original parts.

• Products returned in a condition that materially reduces their value.

• Items clearly identified as final sale or non-returnable at the time of purchase, where permitted by law.

• Products subject to specific hygiene or safety restrictions.

If you are unsure whether a particular item is eligible for return, please contact our customer support team before shipping it back.

These exclusions do not restrict any statutory rights or remedies available for defective, damaged, or incorrectly supplied products under applicable consumer protection laws.

4. Damaged, Defective, or Incorrect Products

We encourage all customers to inspect their orders promptly after delivery.

If you receive an item that is damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible.

Email: downtoncanwell911@hotmail.com

To help us investigate the issue, please provide:

• Your order number.

• The name of the affected product.

• A brief description of the problem.

• Photographs of the item and its packaging, where appropriate.

Once we review your request, we will determine an appropriate resolution based on the circumstances.

Available resolutions may include:

• Replacement of the affected product, subject to availability.

• Refund of the eligible product.

• Another appropriate resolution consistent with applicable law.

If the issue results from our fulfillment error, shipping damage, or a confirmed product defect, we will provide return instructions and cover the reasonable shipping costs required for the approved return.

5. Return Shipping Costs

For standard returns involving a change of mind, personal preference, or another reason unrelated to an error by Firm Pets, customers are generally responsible for return shipping costs unless otherwise agreed or required by applicable law.

When a return is necessary because an item arrived damaged, defective, or incorrectly fulfilled, Firm Pets will cover the reasonable return shipping costs associated with the approved return.

For approved returns, we recommend:

• Using a reliable shipping carrier.

• Selecting a shipping service that provides tracking information.

• Retaining proof of shipment.

• Keeping the tracking number until the return has been processed.

Return Address Notice: Our listed business address is not automatically a designated return facility.

Please send merchandise only to the return shipping address provided by our customer support team.

6. Refund Processing

Once an approved return has been received at the designated return location, our team will inspect the merchandise to determine its refund eligibility.

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 amount refunded will reflect the eligible purchase value and any applicable adjustments.

• Any permitted deductions will be communicated as appropriate.

• Your bank, credit card issuer, or payment provider may require additional time to display the refunded amount.

Refund posting times vary depending on your financial institution and payment method.

Where applicable law requires a specific refund timeframe, we will comply with that requirement.

7. Partial Refunds

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

Such circumstances may include:

• Products returned with signs of excessive use.

• Items returned without essential components or accessories.

• Merchandise damaged after delivery.

• Products materially altered from their original condition.

• Items returned in a condition that significantly reduces their value.

Any partial refund determination will consider the condition of the returned item, the circumstances of the return, and applicable consumer protection requirements.

8. Original Shipping Charges

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

However, original shipping charges may be refunded when:

• We shipped an incorrect product.

• The item 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 charges.

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

9. Order Cancellations

If you need to cancel an order, please contact our customer support team as soon as possible.

Email: downtoncanwell911@hotmail.com

We will make reasonable efforts to accommodate cancellation requests before an order has been shipped.

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

If your order has already shipped, you may request an eligible return after delivery under the conditions outlined in this policy.

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

10. Exchanges

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

Exchange availability depends on:

• The eligibility of the original item.

• The condition of the product.

• Current product availability.

• The circumstances of the exchange request.

In certain situations, the most efficient option may be to return the eligible item for a refund and place a separate order for the desired replacement.

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

11. Missing or Delayed Refunds

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

1. Review the original payment account used for your purchase.

2. Contact your bank, credit card issuer, or payment provider to determine whether the refund is still processing.

3. Allow any additional processing time required by your financial institution.

4. Contact our customer support team if the refund remains unavailable after a reasonable processing period.

Support Email: downtoncanwell911@hotmail.com

Please include your order number when contacting us about an issued refund.

Our team will assist with reviewing the available transaction information.

12. Consumer Rights

This Return & Refund Policy is intended to provide clear and transparent information about 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 consumer protection requirements provide additional rights, those requirements will prevail.

13. Policy Updates

Firm Pets may revise this Return & Refund Policy periodically to reflect changes in our business operations, customer service procedures, return processes, or applicable legal requirements.

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

The revision date displayed at the top of this policy indicates when it was most recently updated.

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

14. Contact Information

If you have questions about returns, refunds, exchanges, order cancellations, or other purchase-related matters, 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

Important: This address is provided for business contact purposes and is not automatically an authorized merchandise return location. Please contact us before shipping any items back.

Our customer support team is available through email to assist with return requests, refund inquiries, and other order-related concerns.

Thank you for shopping with Firm Pets. We appreciate your business and aim to provide a transparent, convenient, and dependable shopping experience.