Refund policy

Returns & Refunds

We want you and your pet to be happy with every order. If something isn't right, we'll make it right.

30-Day Return Window

You may request a return within 30 days of delivery. To be eligible, the item must be unused, in its original packaging, and in resalable condition.

How to Start a Return

Email owner@shopelitesupplyco.com with your order number and the reason for the return. We respond within 1–2 business days with return instructions. Please do not ship anything back before contacting us — returns sent without authorization may not be processed.

Damaged, Defective, or Wrong Items

If your item arrives damaged, defective, or is not what you ordered, email us within 30 days of delivery with a photo of the item and packaging. We will send a free replacement or issue a full refund, including original shipping. In most cases we will not ask you to ship the item back.

Return Shipping Costs

Our error (damaged, defective, or incorrect item): we cover all shipping costs.
Change of mind (wrong size, no longer wanted): you are responsible for return shipping. Original shipping charges are not refunded.

Refund Processing

Once your return is approved, we issue the refund to your original payment method within 2 business days. Your bank or card issuer may take an additional 5–10 business days to post the credit to your account.

Items That Cannot Be Returned

For health and hygiene reasons, we cannot accept returns of items that have been used by or come into direct contact with a pet, unless the item is defective. We also cannot accept returns of items marked "Final Sale" or "As Is" at the time of purchase. Any such restriction is disclosed on the product page before you buy.

Order Cancellations

You may cancel any order for a full refund at no cost before it ships. Email us as soon as possible — orders typically enter fulfillment within 1–3 business days. If your order has already shipped, treat it as a return under the terms above.

Exchanges

The fastest way to exchange an item is to request a refund for the original and place a new order.

California Residents

This policy is posted in accordance with California Civil Code § 1723. It is displayed on our website and linked in the footer of every page and at checkout, so it is available to you before you complete a purchase.