Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sterlingwhiskers.pet@gmail.com. 
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sterlingwhiskers.pet@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

For Buy One, Get One (BOGO) promotions, customers must add at least two bowls to their cart to qualify for the offer. If only one bowl is added or purchased, the order does not qualify for the BOGO promotion, and we are not obligated to provide an additional bowl, replacement, refund, or credit.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Shipping protection is not a refundable purchase.

Cancellation Policy

Once an order has begun processing, it cannot be canceled, but it can still be returned for a full refund once the order arrives. Processing normally begins 1-2 days after the order is placed.

Missing Package Policy

If shipping protection is not purchased at checkout, we are unable to offer replacements or refunds for packages that are marked as delivered by the carrier but reported as missing. Responsibility for delivered shipments transfers to the customer once delivery is confirmed by the carrier.

If more than 15 business days have passed since we’ve approved your return, please contact us at sterlingwhiskers.pet@gmail.com.