Refund policy

Return & Refund Policy – My Hero Pet

Last Updated: March 1, 2026

At My Hero Pet, your satisfaction—and your pet's happiness—is our top priority. We carefully curate premium calming products for dogs, natural anxiety relief for cats, lick mats for dogs, slow feeders for anxiety, interactive puzzle toys, and pet enrichment solutions to support relaxation and well-being. We understand that occasionally an item may not be the perfect fit, and we've crafted this policy to be fair, transparent, and sustainable for our small, pet-loving business.

Every order involves real upfront costs (supplier fulfillment, secure packaging, outbound shipping, payment processing fees of 2.9–3.5% + fixed, taxes, and handling). These cannot be recovered once shipped, so our policy balances generous support for genuine issues with business viability to keep offering fast US shipping, quality products, and competitive prices.

Return & Refund Timeframe

You may request a return or refund within 30 days of delivery (standard for most pet accessories like lick mats, slow feeders, and calming toys). All requests must be initiated via email.

Return & Refund Scenarios

  1. Order Not Yet Shipped Contact us immediately at support@myheropet.com with your order number. If the order hasn't processed or shipped, we'll cancel it and issue a full refund to your original payment method (minus any payment processing fees already incurred by providers like PayPal, Stripe, or Payoneer).
  2. Order Already Shipped – Standard Refund Once handed to the carrier, we cannot intercept, cancel, or reroute. You may request a refund within 30 days of delivery, limited to a maximum of 50% of the product price (excluding shipping, taxes, or fees). Why this limit? We incur unavoidable expenses upfront: supplier payments, premium secure packaging, outbound shipping, gateway fees, taxes, and fulfillment. A 50% cap post-shipment ensures fairness while allowing us to maintain reliable service and affordable calming toys for pets.
  3. Damaged, Defective, or Incorrect Item If the product arrives damaged, defective, or not as described, email us within 7 days of delivery with:
    • Clear photos of the item, packaging, and any damage
    • Your order number We'll review promptly and, if due to our error or carrier fault, provide a full replacement or full refund (including original shipping costs). We typically cover return shipping in these cases.
  4. Lost or Stolen Packages If tracking shows “delivered” but you haven't received it, contact us within 7 days with your order number and tracking details. We'll file a carrier claim immediately and resolve with a full or partial refund based on the carrier's determination.

How to Request a Return or Refund

  1. Email support@myheropet.com with:
    • Order number
    • Detailed reason
    • Photos (required for damaged/defective/incorrect items)
  2. We review and respond within 24–48 hours (often faster) with approval and next steps.
  3. Approved refunds process to your original payment method within 7–10 business days (depending on your bank/processor).

Important Notes

  • Shipping fees are non-refundable unless the return is due to our error (damaged, wrong, or defective item).
  • Products must be in original condition where possible (unused/unopened for hygiene reasons; we understand pet items may show light use).
  • We are not responsible for carrier delays, customs (if future international), incorrect addresses you provide, or events beyond our control (e.g., weather, natural disasters).
  • Risk of loss transfers to you upon handover to the carrier.
  • All products are for pet enrichment and natural calming only—not medical treatments. Always supervise use and consult a veterinarian for health concerns.
  • Refund decisions are made in good faith to support customer satisfaction while protecting our ability to serve pet parents like you.

We truly appreciate your trust in My Hero Pet. If anything doesn't meet expectations, reach out—we're here to make it right and ensure your pet's journey to calmer, happier days continues smoothly.

Questions? Email: support@myheropet.com We're pet lovers too—happy to help! 🐾❤️