Returns and Refunds

Here is exactly how we handle problems, in plain English.

If something went wrong on our end

We cover these fully. Email us within 14 days of delivery and we will make it right with a replacement or a full refund, whichever you prefer.

• Your order never arrived
• Your order arrived damaged
• You received the wrong item
• The item does not match the photos or description on our site
• Part of your order is missing

You do not need to ship anything back. Email us photos of what you received, including the packaging, and we will take care of it. No return, no restocking fee.

If you changed your mind

Email us within 14 days of delivery. The item must be unused and in its original packaging.

If it meets those conditions, we will issue store credit for the item price once it arrives back to us. Return shipping is paid by you and is not refunded.

What we cannot accept

• Items that have been used, including toys a pet has played with
• Items that have been altered or damaged after delivery
• Items returned without original packaging
• Requests made more than 14 days after delivery

A toy a pet has played with cannot be resold, so we inspect returns carefully. Anything showing signs of use will be sent back to you and no refund or credit will be issued.

Shipping times and cancellations

Delivery estimates are shown on every product page before you buy. Orders typically arrive in 7 to 14 days.

If we cannot ship your order within the window shown at checkout, we will email you before that date with the choice to wait for the new date or cancel for a full refund.

You can cancel any order for a full refund at any time before it ships. Just email us.

How refunds work

Approved refunds go back to your original payment method within 7 working days of approval. Your bank may take additional days to post it.

How to start a claim

Email hello@chirpandpounce.com with your order number and, if something arrived wrong or damaged, photos of the item and packaging. A person replies, usually within one business day.

We do not have a public returns address. Please do not ship anything back without emailing us first, because unauthorized returns cannot be tracked or refunded.