Return Policy

Information about returns and refunds for pet products purchased through our affiliate links to major retailers.

Return Information

Return & Refund Information for Pet Products

At ZimuShop.com, we provide comprehensive information about pet products and direct links to trusted retailers where you can make your purchases. This return policy explains how returns and refunds work when you purchase pet products through our affiliate links.

Important Notice

ZimuShop.com is an information and referral service, not a direct retailer. We do not handle returns, refunds, or customer service for products purchased through our affiliate links. All returns and refunds are handled directly by the retailers (Chewy, Amazon, Petco, PetSmart, DHgate, etc.).

How Returns Work

When you need to return a product purchased through one of our affiliate links:

1

Contact Retailer

Log into your account on the retailer's website or contact their customer service directly.

2

Initiate Return

Follow the retailer's specific return process, which is typically available in your order history.

3

Ship or Return

Follow the retailer's instructions for returning the item, which may include shipping it back or returning to a physical store.

4

Receive Refund

Once the retailer processes your return, you'll receive a refund according to their refund policy.

Retailer Return Policies

Each retailer we link to has their own return policies, timeframes, and procedures. Below is general information about returns from our primary retail partners:

Chewy Return Policy

  • Return Window: 365 days for most items
  • Process: Contact Chewy Happiness Team for return authorization
  • Refund Method: Original payment method
  • Special Notes: May not require return of item in some cases

Amazon Return Policy

  • Return Window: 30 days for most items
  • Process: Online return center in Your Orders
  • Refund Method: Original payment method or Amazon account balance
  • Special Notes: Free returns for many items at Kohl's, Whole Foods, or UPS

Petco Return Policy

  • Return Window: 30 days for most items (60 days for Pals Rewards members)
  • Process: Online returns or in-store returns
  • Refund Method: Original payment method or store credit
  • Special Notes: Prescription items may have different return policies

PetSmart Return Policy

  • Return Window: 60 days for most items (90 days for Treats members)
  • Process: Online returns or in-store returns
  • Refund Method: Original payment method or store credit
  • Special Notes: Live animal returns handled through their animal care guarantee

DHgate Return Policy

  • Return Window: Varies by seller, typically 7-30 days after delivery
  • Process: Contact seller directly or use DHgate Buyer Protection
  • Refund Method: DHgate account balance or original payment method
  • Special Notes: Seller approval often required; check individual seller policies

Return Timeframes & Conditions

Return policies vary by retailer and product type. Here's a general overview:

Product Category Typical Return Window Special Conditions Refund Processing
Pet Food & Treats 30-90 days Typically must be unopened 5-10 business days
Toys & Accessories 30-365 days Must be in original condition 5-10 business days
Health & Grooming 30-90 days May require original packaging 5-10 business days
Prescription Items Varies by retailer Often non-returnable for safety Case by case
Live Animals Varies by retailer Health guarantee may apply Replacement typically offered
DHgate Products 7-30 days Seller approval required 10-20 business days

Note: Always check the specific retailer's return policy for the exact terms and conditions that apply to your purchase. Policies may change without notice.

Return Shipping

Return shipping policies vary by retailer and reason for return:

  • Free Returns: Many retailers offer free return shipping for defective items or if they made an error
  • Customer-Paid Returns: For change of mind returns, customers typically pay return shipping
  • In-Store Returns: Most retailers allow free returns to their physical store locations
  • Prepaid Labels: Some retailers provide prepaid return labels for certain types of returns
  • DHgate Returns: International return shipping is typically paid by the buyer unless the seller agrees to cover costs

When initiating a return through the retailer's website, you'll see the specific return shipping options and costs (if any) before completing the return process.

Refund Processing

Once your return is processed by the retailer:

  • Refund Timing: Typically 5-10 business days after the retailer receives your return
  • Refund Method: Usually refunded to your original payment method
  • Store Credit: Some retailers may offer store credit instead of cash refunds
  • Partial Refunds: May apply if items are returned used, damaged, or missing parts
  • Restocking Fees: Some specialty items may have restocking fees (rare for pet products)
  • DHgate Refunds: May take 10-20 business days due to international processing

You'll typically receive email confirmation when your refund is processed. The time it takes for the refund to appear in your account depends on your bank or credit card company.

Important Return Notes

  • Always keep your order confirmation email and receipt
  • Return products in their original packaging when possible
  • Include all parts, accessories, and documentation
  • Take photos of damaged or defective items before returning
  • Initiate returns as soon as possible within the return window
  • Some items (opened food, prescription medications, personalized items) may not be returnable
  • Live animal returns typically involve health guarantees rather than traditional returns
  • For DHgate purchases, carefully review seller return policies before ordering

Return Issues & Support

If you experience any issues with returns, refunds, or your order:

  • Contact the retailer directly using the customer service information in your order confirmation
  • Have your order number, product details, and reason for return ready
  • Most retailers have dedicated customer service teams for return issues
  • For defective items, contact the retailer immediately rather than waiting
  • For DHgate issues, use their dispute resolution system if sellers are unresponsive

While we cannot process returns or refunds directly, we're here to help guide you to the right resources. If you need assistance finding the appropriate customer service contact for a retailer, please contact us and we'll be happy to help.

Exchanges

Exchange policies vary by retailer:

  • Direct Exchanges: Some retailers allow direct exchanges for different sizes, colors, or variations
  • Return & Repurchase: Often, the process involves returning the original item and purchasing the replacement separately
  • In-Store Exchanges: Many retailers allow easy exchanges at their physical store locations
  • Defective Item Exchanges: Typically handled with prepaid shipping labels and quick turnaround
  • DHgate Exchanges: Typically require seller approval and may involve additional shipping costs

Check each retailer's specific exchange policy before initiating a return if you're hoping to exchange for a different product.

Policy Updates

This return policy may be updated periodically to reflect changes in retailer policies or our business practices. We recommend checking this page regularly for the most current information.

Last Updated: October 2025

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Return FAQs

No, ZimuShop.com does not handle returns directly. We are an information service that provides product information and direct links to retailers. When you need to return a product purchased through our links, you must contact the retailer (Chewy, Amazon, Petco, PetSmart, DHgate, etc.) directly. They handle all aspects of returns, refunds, and customer service.

Return windows vary by retailer:

  • Chewy: 365 days for most items
  • Amazon: 30 days for most items
  • Petco: 30 days (60 days for Pals Rewards members)
  • PetSmart: 60 days (90 days for Treats members)
  • DHgate: 7-30 days (varies by seller)
Always check the specific retailer's return policy for the exact timeframe that applies to your purchase.

If you receive a damaged or defective product:

  1. Contact the retailer's customer service immediately
  2. Have your order number ready
  3. Take photos of the damaged product and packaging
  4. Follow the retailer's specific return or replacement process
  5. For DHgate orders, contact the seller first, then use DHgate Buyer Protection if needed
Most retailers have excellent customer service for damaged or defective items and will typically offer free return shipping and a quick replacement or refund.

Return policies for opened pet food vary by retailer. Some retailers, like Chewy, are known for their generous return policies and may accept returns of opened food if your pet doesn't like it or has a reaction. Other retailers may only accept returns of unopened food. Always check the specific retailer's policy, and when in doubt, contact their customer service before opening the product if you're uncertain about it.

Return shipping costs depend on the retailer and the reason for return:

  • Free returns: Typically for defective items, wrong items sent, or retailer errors
  • Customer-paid returns: Usually for change of mind or buyer's remorse returns
  • In-store returns: Most retailers offer free returns to their physical stores
  • DHgate returns: International return shipping is typically buyer's responsibility
When you initiate a return through the retailer's website, you'll see the return shipping costs (if any) before completing the process.

Refund processing times vary by retailer but typically follow this timeline:

  1. Retailer receives return: 3-7 business days after you ship it
  2. Retailer processes return: 2-5 business days after receipt
  3. Refund issued: Immediately after processing
  4. Refund appears in your account: 3-10 business days depending on your bank
  5. DHgate refunds: May take 10-20 business days due to international processing
Most retailers provide email updates throughout the process, and you can typically track your return status in your account on their website.

DHgate returns work differently than traditional retailers:

  1. Contact the seller directly first to discuss the issue
  2. If the seller is unresponsive or unwilling to help, open a dispute through DHgate
  3. Provide evidence (photos, descriptions) to support your claim
  4. DHgate mediators will review the case and make a decision
  5. If approved, the refund will be processed to your DHgate account or original payment method
Always check individual seller return policies before purchasing, as they can vary significantly. DHgate's Buyer Protection program helps ensure fair resolutions for buyers.