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Returns Policy

Order Cancellation

We aim to ship orders to our customers as soon as possible.

If your cancellation request is made within 12 hours of your order and your item hasn't been packaged or shipped yet, we can cancel it and you will receive a full refund.

If your cancellation request if made after 12 hours since placing your order and your item hasn't been shipped yet, we can cancel it if possible and at our sole discretion, with a re-stocking fee of $4.99 being chargeable.

If your cancellation request is made at any time after your item has already been shipped out or is on the way to our logistics provider, we are unfortunately unable to cancel it and you will need to go through our Returns procedure (see below) to get a refund or replacement.

Change of Mind

If you change your mind for any reason within 60 days of delivery, we offer a full refund or replacement. Simply ship the item back to us in its original packaging and in an unused condition. Return shipping charges may apply.

For sanitary reasons, we are unable to refund or replace used or soiled items.

Items Not Received or Lost in Transit

In some cases, the delivery may take longer than usual. Most of these delays are caused by the carrier or by international customs processing that we cannot control. Items can only be replaced or refunded if they are deemed to be lost in transit.

In rare cases, items can be lost in mail. An item will be considered lost if 10 business days have passed with no updates to tracking, or if the mail carrier confirms the loss of the item before this period. In this case, we can re-send the item or offer a refund.

Incorrect Item Received 

If an incorrect item was received, you can send it back to us for a free replacement. We will cover the cost of the returns shipment in the form of a partial discount of your original order, or a paid return label. We may ask for photographic evidence of the item and/or the return shipping receipt.

The returned item must be in the original packaging and in new condition. For sanitary reasons, we are unable to replace used or soiled items.

Item Faulty or Damaged During Shipping

If the item is received in a damaged condition or the condition doesn’t match the description, you can report it to us within 7 days of delivery and send it back for a free replacement. We will cover the cost of the returns shipment in the form of a partial discount of your original order, or a paid return label. We may ask for photographic evidence of the damaged item and/or the returns shipping receipt.

The returned item must be in the original packaging and in unused condition. For sanitary reasons, we are unable to replace used or soiled items unless the damage was only able to be discovered after use.

We cannot offer replacements or refunds for damage incurred after use, including for damage incurred by not following the product’s care instructions.

Wrong Address Entered During Order

The customer is responsible for entering the correct shipping address when placing the order. We can update the address if we receive a request before the item is shipped out.

We cannot update the shipping address after an order is shipped out. In this case, the customer can contact the shipping carrier and request for the package to be redirected to the preferred address. If the item is shipped by USPS, the customer can use the USPS Package Intercept service (fees may apply).

If the item is returned to us by the shipping carrier, we can re-ship the item to the customer’s preferred address. Shipping and handling charges may apply.

ITEMS LOST OR STOLEN AFTER DELIVERY

In cases where a package has been successfully delivered by the shipping carrier but is subsequently lost or stolen (e.g. by "porch pirates"), Potty Buddy cannot be held responsible. The customer is responsible for providing a safe delivery location on their premises. Any refunds or replacements will be at our sole discretion. We advise that a report be filed with your local post office and police station in this scenario. Local authorities may help retrieve your stolen package.

Please feel free to contact us about returns at support@pottybuddy.co and our friendly staff will assist you.