Refund policy

At SuperheroPet, we want you and your sidekick to be 100% satisfied with your gear! Because we ship directly from our global fulfillment centers to offer you the best selection and prices, our return process is designed to protect your wallet and save you time.

Please read our policy carefully before initiating a return or refund.

 1. 30-Day Satisfaction Guarantee

You have at least 30 days from the date your package is marked as "delivered" by the carrier to request a return or refund. To be eligible, items must be unused, hair-free, in the same condition you received them, and in their original packaging.

2. Damaged, Defective, or Wrong Items

If your order arrives damaged, defective, or if you received the wrong superhero gear, do not worry, and do not ship it back.

  • Email our support crew at support@superheropet.com within 7 days of delivery.

  • Include your Order Number and clear photo or video proof of the issue.

  • Once verified, we will immediately send you a 100% free replacement or issue a full refund to your original payment method.

3. Sizing Exchanges for Pet Apparel & Collars

Pets come in all shapes and sizes! If you ordered the wrong size for your pet:

  • Email us at support@superheropet.com with your order details and the new size you need.

  • To save you the high cost of international shipping back to a warehouse, we frequently offer a Discounted Replacement Program where you can keep the original item and we will ship you the correct size for a small inventory/shipping fee.

4. How Returns Work (Read Carefully)

If you still wish to return an item for a standard refund (e.g., you changed your mind):

  1. Contact us first at support@superheropet.com to receive an authorized return address.

  2. ⚠️ Warning: Never send items back to the manufacturer address printed on your shipping label. That is an automated fulfillment warehouse in China and your package will be lost, meaning we cannot refund you.

  3. You will be responsible for paying your own shipping costs to send the item to our designated local return address. Shipping costs are non-refundable.

  4. Once we receive and inspect your returned item, your refund will be processed back to your original payment method within 5–7 business days.

5. Non-Returnable Items

For health and hygiene reasons, we cannot accept returns on:

  • Used pet grooming tools, toothbrushes, or open pet treats/food.

  • Items with visible pet hair, dirt, or signs of wear.

  • Gift cards.