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90-Day Satisfaction Guarantee

We’re so confident you and your pet will love our products that we offer an industry-leading 90-Day Satisfaction Guarantee.

1. Guarantee Period

You have 90 calendar days from the date your order is delivered (not purchased) to request a return or exchange. Tracking delivery date determines eligibility.

2. Eligible Products

This guarantee applies to most non-consumable items (toys, beds, collars, leashes, grooming tools, apparel, carriers, bowls, etc.).

The following are excluded and non-returnable/non-refundable:

  • Pet food, treats, chews, supplements, and litter

  • Personalized, custom-made, or engraved items

  • Clearance/final-sale items

  • Underwear, sanitary items, or any product marked “non-returnable” on the product page

3. Available Remedies (your choice)

If you’re not 100% satisfied, contact us at contact@whiskersway.com within the 90-day window and choose one:

A. Full Refund to your original payment method

B. Free Replacement (same or different item)

C. Store Credit for the full purchase amount + 10% bonus credit

4. Condition of Returned Items

To qualify for a refund (Option A), the item must be:

  • Clean and odor-free

  • In re-sellable condition (light pet hair or very minor use is acceptable; excessive dirt, damage, or pet odors will void the refund)

  • Returned with all original packaging, tags, accessories, and parts whenever possible

Items that are soiled, damaged beyond normal use, or missing major components will be refused or subject to a partial refund at our discretion.

5. Who Pays Return Shipping?

  • You pay return shipping if you choose a full refund (Option A) and the item is not defective/damaged/wrong.

  • We pay return shipping 100% (pre-paid label provided) if the item arrives defective, damaged, wrong item, or not as described.

  • No return shipping required if you choose replacement (Option B) or store credit (Option C) — simply send photos if requested.

6. Refund Processing

  • Refunds are issued only after we receive and inspect the returned item.

  • Original shipping fees and any paid taxes are non-refundable.

  • Refunds are processed within 7–10 business days of receipt.

  • A 15% restocking fee may be applied (at our sole discretion) to items returned in unsellable condition.

7. Guarantee Duration by Price/Category

  • Items $150 and under: Full 90-day satisfaction guarantee
  • Items over $150 (including cat trees, large crates, orthopedic beds, automatic litter boxes, etc.): 30-day satisfaction guarantee

8. Abuse & Limitations

We reserve the right to deny refunds or future orders to any customer who abuses this policy (serial returns, wardrobing, obvious fraud, etc.). Accounts flagged for abuse will be limited to store credit only or banned entirely.

9. How to Start a Return

Email contact@whiskersway.com with your order number and reason for return. We’ll reply within 24–48 hours with instructions.