At Animal Trax Accessories, we want you and your pets to be completely satisfied with your purchase. If you are not entirely happy with your order, we are here to help. This policy outlines our procedures for returns, exchanges, and refunds.
1. Return Window
We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return:
- The item must be in the same condition that you received it: unworn, unused, with original tags attached, and in its original packaging.
- The item must be free of pet hair, odors, dirt, or signs of wear.
- You must provide a receipt or proof of purchase (order confirmation number).
2. Return Process
To start a return, please follow these steps:
- Contact Us: Reach out to our customer support team via phone at +44 7865 373026 or via our website contact form with your order number and the reason for the return.
- Receive Instructions: Once your return request is approved, we will provide you with the return authorization details and instructions on how and where to send your package.
- Ship the Package: Pack the item securely in its original packaging and mail it to our return facility:
Return Address:
Animal Trax Accessories
7915 Charlotte Dr SW,
Huntsville, AL 35802,
United States
Please do not send items back to us without first requesting a return authorization.
3. Return Shipping Costs & Fees
- Damaged, Defective, or Incorrect Items: If you receive a damaged, defective, or incorrect product, please contact us immediately (within 48 hours of delivery). We will provide a prepaid return shipping label at no cost to you, and we will issue a full replacement or refund.
- Customer Remorse / Change of Mind: If you wish to return an item due to a change of mind, incorrect size selection, or personal preference, the customer is responsible for the return shipping costs.
- Restocking Fee: We do not charge any restocking fees ($0.00).
4. Damaged or Faulty Items on Arrival
Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact our support team immediately with clear photos of the damaged item and packaging so that we can evaluate the issue and make it right.
5. Exchanges
The fastest way to ensure you get what you want (such as a different size or color) is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.
6. Refunds
- Inspection: Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
- Refund Method: If approved, your refund will automatically be processed back to your original method of payment within 3 to 7 business days.
- Late or Missing Refunds: If you haven’t received a refund after 7 business days, check your bank account again, then contact your credit card company or bank, as processing times may vary. If you’ve done this and still have not received your refund, please contact us.
7. Non-Returnable Items
Certain types of items cannot be returned for hygiene and safety reasons:
- Gift cards
- Customized or personalized pet items
- Items marked as “Final Sale” or “Clearance”
8. Contact Information
For any questions regarding our Return & Refund Policy, please contact our support team:
- Store Name: Animal Trax Accessories
- Website: animaltrax.shop
- Phone: +44 7865 373026
- Business Address: 7915 Charlotte Dr SW, Huntsville, AL 35802, United States
- Customer Support Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)