Return & Refund Policy

At Ana Pet Store, we want you and your pet to be completely satisfied with your purchase. If you are not 100% happy, we are here to help.

1. Return Window & Method

  • Return Period: You have 30 calendar days to return an item from the date you received it.
  • Return Method: All returns must be sent by mail. We do not accept in-person returns or drop-offs.
  • Item Condition: To be eligible for a return, your item must be unused, unwashed, and in the same condition that you received it. It must also be in the original packaging with all tags attached.
  • Hygiene Standards: For health and safety reasons, items must be entirely free of pet hair, odors, and stains. We reserve the right to refuse returns that show signs of wear, use, or damage by pets.

2. Non-Returnable Items

Several types of goods are exempt from being returned:

  • Personalized or custom items (e.g., engraved ID tags, embroidered bandanas).
  • Perishable goods (e.g., pet treats, food, supplements).
  • Sanitary or hygiene goods (e.g., pet diapers, opened litter boxes).
  • Gift cards.
  • Final Sale items (items clearly marked as "Clearance" or "Final Sale" at the time of purchase).

3. Damage vs. "Rough Play"

Please inspect your order immediately upon reception.

  • Manufacturer Defects: If the item is defective or damaged upon arrival, please contact us within 48 hours at support@anapet.store with clear photos of the defect so we can arrange a free replacement or full refund.
  • Pet Damage: While our products are made of high-quality materials, they are not indestructible. Damage caused by chewing, scratching, tearing, or rough play is not considered a manufacturer defect and is not eligible for return, exchange, or refund.

4. Exchanges

We only replace items if they are defective or damaged by the manufacturer. If you need to exchange an item for a different size (e.g., a collar or harness), please contact us. You will be responsible for the shipping costs associated with the exchange unless the error was made on our part.

5. Return Shipping Fees & Labels

  • Customer Remorse (Change of mind, wrong size ordered): You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
  • Return Labels: Once your return request is approved via email, we will send you a return shipping label via email. You can print this label and attach it to your package. The actual cost of this return shipping label will be deducted from your final refund.
  • Defective Items: If the return is due to our error (defective or wrong item sent), we will provide a prepaid return shipping label at no cost to you.

6. Restocking Fees

  • No Restocking Fees: We do not charge any restocking or handling fees ($0) for returned items.

7. Refund Processing Time

Once we receive and inspect your returned item, we will send you an email notifying you that we have received it. We will also notify you of the approval or rejection of your refund based on the item's condition.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5 to 7 business days. Please note that your bank or credit card company may take additional time to post the refund to your account.

8. How to Initiate a Return

  1. Email us at support@anapet.store with your Order Number and the specific reason for the return.
  2. If your return meets our criteria, we will email you the return shipping label and detailed instructions on how and where to send your package.
  3. Important: Items sent back to us without first requesting a return will not be accepted and will not be eligible for a refund.

9. Order Cancellation Policy

  • Cancellation Window: You may request to cancel your order within 24 hours of placing it or before it has been processed and shipped.
  • How to Request a Cancellation: Please email us immediately at support@anapet.store with your Order Number and the subject line "Cancellation Request".
  • Shipped Orders: If your order has already been processed or shipped, it cannot be canceled. Once you receive the package, you may initiate a standard return in accordance with our Return Policy.
  • Custom & Personalized Items: Orders for custom or personalized items (such as engraved tags or custom bandanas) must be canceled within 6 hours of order placement, prior to entering production. Once production has started, custom items cannot be canceled or refunded.
  • Refund for Canceled Orders: If your cancellation request is approved before shipment, a full refund will be processed back to your original payment method within 3 to 5 business days.

Contact Us

If you have any questions about our Return & Cancellation Policy, please reach out to us:

  • Email: support@anapet.store
  • Address: 2948 Carrington Rd, Memphis, TN 38114, United States