Refund policy

Refund Policy

Returns & Exchanges

Standard Returns & Exchanges

• We gladly accept returns and exchanges within 30 days of delivery.
• All items must be in new, unused condition with original tags attached.
• Original packaging must be included with your return.
• Customers are kindly requested to cover return shipping costs.
• Please allow 3 business days for exchange processing.
• Upon approval, returns must be shipped within 5 days.

Important Exceptions

• FREELAX Gift Boxes are final sale and cannot be returned or exchanged.
• Sale items are available for exchange or store credit only.
• Items showing any signs of use, damage, or pet contact cannot be accepted.
• Custom and made-to-order items are final sale.

Refund Timeline

• Refunds will only be processed after approval via email from our customer service team at cs@freelaxpet.com.
• Once the returned item is received and inspected, refunds will be processed within 5-7 business days.
• The refunded amount will be credited to your original payment method.

How to Initiate a Return

Please email us at cs@freelaxpet.com with the following information:

• Your name
• Order number
• Reason for return/exchange

Return Instructions:

• Our customer service team will promptly provide instructions for your return.
• Return shipping labels will be provided only for items shipped in error.

Refused or Unclaimed Packages

• A 20% restocking fee applies to domestic refused or unclaimed returns.
• Original shipping fees will be deducted from the refund amount.

International Orders

International customers are responsible for:

• Original shipping charges
• All import fees, duties, and taxes
• Return shipping costs

Note:

• These amounts will be deducted from the refund.
• If return costs exceed the refund amount, the package may be forfeited.

FREELAX Quality Guarantee

We stand behind the quality of our products:

• One-time replacement for manufacturing defects.
• Warranty does not cover:
  • Accidental damage
  • Misuse
  • Pet-related damage
  • Water damage
• Lost or stolen items are not covered.

Shipping Information

• We currently serve the continental United States (excluding Hawaii/Alaska).
• Order Processing: 1-2 business days.
• Estimated Delivery Times:
  • West Coast: 2-3 business days
  • Central US: 4-5 business days
  • East Coast: 5-7 business days
• Orders placed after 3pm EST will process the next business day.
• Weekend orders begin processing the following Monday.
• Tracking information provided via UPS/USPS.