At Flamaze.com, we are dedicated to providing top-quality pet products and ensuring your satisfaction. If you’re not fully pleased with your purchase, our returns and refund policy is designed to offer you peace of mind and a hassle-free experience.
1. Return Policy
Eligibility for Returns:
You can return items within 30 days of the original purchase date. To qualify for a return, the item must be unused, in its original packaging, and in the same condition as when you received it. Please ensure that all original tags and labels are intact.
Non-Returnable Items:
Some items cannot be returned due to hygiene or safety concerns. These include, but are not limited to:
- Personal care items for pets (e.g., grooming tools)
- Products that are hygiene-sensitive (e.g., pet feeding supplies)
- Items marked as non-returnable on the product page
2. How to Initiate a Return
Contact Us:
To initiate a return, reach out to our customer support team at support@flamaze.com or call us at +1 505-528-6333. Provide your order number and a brief explanation of the reason for the return.
Return Instructions:
Our team will provide detailed instructions on how to return the item, including a return authorization number and a prepaid return shipping label. Please ensure that the item is securely packaged to avoid any damage during transit.
3. Return Shipping
Free Return Shipping:
We offer free return shipping. A prepaid return shipping label will be sent to you once your return is authorized.
4. Refund Policy
Processing Time:
Once we receive your returned item, we will inspect it and notify you whether your refund is approved or rejected. Refunds will be processed within 5-7 business days from the date we receive the returned item.
Refund Method:
Refunds will be credited back to the original method of payment. If your return is approved, the refund will cover the cost of the item and any applicable taxes. Please note that shipping costs are non-refundable.
Partial Refunds:
In certain cases, partial refunds may be issued for items that are not in their original condition, are damaged, or have missing parts.
5. Exchanges
Exchange Process:
If you wish to exchange an item for a different size, color, or product, please initiate a return for the original item and place a new order for the replacement. The new order will follow the standard shipping and return policies.
6. Defective or Incorrect Items
Defective or Damaged Items:
If you receive a defective or damaged item, please contact us immediately at support@flamaze.com or +1 505-528-6333. We will arrange for a replacement or a full refund, including any return shipping costs. Please provide photos of the defect or damage to expedite your claim.
Incorrect Items:
If you receive an item different from what you ordered, contact us as soon as possible. We will send the correct item to you and cover the return shipping costs for the incorrect item.
7. Warranty Information
Product Warranty:
We take pride in the quality of our products. If your purchase includes a warranty, the details will be provided in the product description. For any warranty-related inquiries, please contact our customer support team.
8. Contact Us
If you have any questions or need assistance with a return or refund, our customer support team is here to help:
- Email: support@flamaze.com
- Phone: +1 505-528-6333
- Address: 4405 Willow View Ln NW, Albuquerque, NM 87120
- Customer Service Hours: Monday to Saturday, 8:00 AM to 5:00 PM
Thank you for choosing Flamaze.com. Your satisfaction is our priority, and we’re committed to making your shopping experience a positive one.