30-Day Return Policy
We want you to be completely satisfied with your purchase from HA Pet Supplies. If you are not satisfied for any reason, you may return eligible products within 30 days of delivery for a refund or replacement.
This policy applies to both retail and wholesale customers, with specific terms for bulk orders noted below.
Return Eligibility
To be eligible for a return, items must generally be:
- Unused, unworn, and undamaged
- In their original packaging with all accessories, manuals, tags, and included items
- Returned within 30 days of the delivery date
- Accompanied by proof of purchase (order number or receipt)
Non-Returnable Products
For the health and safety of our customers and their pets, the following items cannot be returned:
- Opened pet food or treats — due to health and safety regulations
- Used grooming products — including brushes, combs, clippers, and scissors
- Opened hygiene or sanitary products — such as pet wipes, dental care items, and ear/eye cleaners
- Personalized or custom-made products
- Clearance or final-sale items — clearly marked at time of purchase
- Products damaged through customer misuse or neglect
- Opened bedding, pads, or litter products
Damaged, Defective or Incorrect Items
If your product arrives damaged, is defective, or you received the wrong item, we will make it right at no cost to you.
Please contact us immediately:
- Email us at hapetsupplies@gmail.com with your order number
- Provide a clear description of the problem
- Include photos showing the damage, defect, or incorrect item (this helps us resolve your issue faster)
How to Start a Return
To initiate a return, please follow these steps:
- Contact us at hapetsupplies@gmail.com with your order number and reason for return.
- Wait for return instructions — we will provide you with a return authorization and shipping address.
- Securely package the product in its original packaging with all accessories.
- Ship the package to the return address provided in our instructions.
- Once we receive and inspect your return, we will process your refund or replacement.
Return Shipping Costs
HA Pet Supplies covers return shipping when:
- The product arrived damaged or defective
- You received an incorrect item
- The product failed to function as described
Customers are responsible for return shipping when:
- You changed your mind and no longer want the product
- You ordered the wrong size, color, or variant
- The product did not meet your expectations but was not defective
We recommend using a trackable shipping service for all returns. HA Pet Supplies is not responsible for items lost or damaged during return transit when you choose your own shipping method.
Refund Processing
Inspection: Returned products are inspected to ensure they meet our eligibility criteria and have not been used or damaged.
Approval: Once approved, refunds will be issued to the original payment method used for the purchase.
Processing Time: Refunds typically appear within 5–10 business days after we receive and approve the return. The exact timing depends on your bank or payment provider.
Original Shipping Charges
Refundable: Original shipping charges are refundable when the return is due to our error — such as a damaged, defective, or incorrect item.
Non-Refundable: Original shipping charges are not refundable for change-of-mind returns or situations where the customer simply no longer wants the product.
Exchanges
We offer direct exchanges for damaged, defective, or incorrect items. For size or color changes, we recommend:
- Return the original item following our return process
- Place a new order for the replacement item
- We will process your refund for the returned item after inspection
This ensures you get the correct item as quickly as possible.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible at hapetsupplies@gmail.com.
- Before processing: Orders can be cancelled at no charge if they haven’t entered our fulfillment queue.
- After processing: Once an order has been processed, packed, or shipped, cancellation may no longer be possible. In these cases, the standard returns process will apply.
Lost or Delayed Orders
We understand that shipping delays can be frustrating. Please note:
- We ship all orders within the timeframe promised at checkout.
- If your package is delayed, please check your tracking information first.
- If your tracking shows the package as “delivered” but you haven’t received it, please contact us within 5 days.
- For packages lost in transit, we will work with the shipping carrier to resolve the issue and ensure you receive your order or a refund.
Under FTC regulations, online sellers generally must ship within the promised timeframe—or within 30 days when no shipping timeframe is given.
Wholesale & Bulk Orders
HA Pet Supplies serves wholesale and bulk customers with special considerations:
- Wholesale returns may be subject to different terms based on the quantity and nature of the products ordered.
- Customized or specially sourced bulk orders may have specific return conditions agreed upon at the time of purchase.
- Large-quantity orders may require additional inspection time before return approval.
- Wholesale buyers should confirm applicable return terms before placing substantial bulk orders.
Contact Wholesale Support: hapetsupplies@gmail.com or call +1 512 880 3331
Refunds for Sale Items
Discounted merchandise follows our standard return policy unless specifically marked as “Final Sale” at the time of purchase.
- Sale items: Eligible for return and refund according to our 30-day policy.
- Final Sale items: Clearly marked as such on the product page and cannot be returned or refunded.
Contact Us
HA Pet Supplies
5900 Balcones DR #5643
Austin, TX
Email: hapetsupplies@gmail.com
Phone: +1 512 880 3331
For questions about returns, refunds, or any other matter, please contact our customer support team. We’re here to help!