Pet PVC jelly gradient traction rope

Return & Refund Policy

1. Return Period

Fenlavor, LLC wants customers to shop pet toys and accessories with confidence on fenlavor.com. If you are not fully satisfied with your order, you may request a return within 30 days of receiving your order. Return requests submitted after this period may not be accepted. To help us confirm the return period, we may review your order number, delivery confirmation, tracking details, and the date the package was marked as delivered.

2. Return Eligibility

Returned items must be in clean, complete, unused, unaltered, and resalable condition. Items should be returned with original packaging, labels, accessories, manuals, gifts, or included parts where applicable. We reserve the right to refuse a return or reduce the refund amount if the returned item shows signs of unreasonable use, damage, missing parts, or condition changes that affect resale.

3. How to Request a Return

To request a return, please contact us at [email protected] before sending any item back. Please include your order number, the email address used at checkout, the item you wish to return, and the reason for the request. Returns sent without prior contact or without the required order information may be delayed or may not be accepted.

4. Return Authorization and Instructions

After we receive your return request, our customer service team will review the information and provide return instructions if the request is eligible. The return address may differ from the company address listed on our website, so please do not send items back to 7067 Columbia Gateway Dr, Ste 200, Columbia, MD 21046, US unless we specifically confirm that address for your return. Customers are responsible for following the return instructions carefully.

5. Return Shipping Costs

If the return is caused by customer preference, change of mind, incorrect selection, or similar personal reasons, the customer is generally responsible for return shipping costs. If the return is caused by an incorrect item, damaged item, or a confirmed issue caused by Fenlavor, LLC, we will provide a reasonable solution, which may include covering the return shipping cost, arranging a replacement, or offering another appropriate remedy.

6. Damaged, Incorrect, or Missing Items

If your order arrives damaged, incorrect, incomplete, or with a clear quality issue, please contact us as soon as possible at [email protected]. Please include your order number and clear photos or videos showing the package, item condition, shipping label, and the issue involved. This information helps us review the situation with the carrier or related service provider more efficiently.

7. Inspection of Returned Items

Once the returned item is received, we will inspect it to confirm whether it meets the return conditions. The inspection may include checking the item condition, packaging, included parts, order information, and return reason. If the return is approved after inspection, we will continue with the refund process. If the item does not meet our return conditions, we may contact you to discuss the available options.

8. Refund Processing

Approved refunds are normally issued to the original payment method used at checkout. Refund processing usually takes 3–10 business days after the returned item has been inspected and approved. After the refund is issued, the time required for the funds to appear in your account may depend on your bank, card issuer, wallet provider, or payment processor, and usually takes around 7 business days.

9. Non-Refundable Costs and Adjustments

Original shipping fees, payment handling fees, currency conversion fees, customs charges, duties, taxes, and other third-party charges may not be refundable unless required by applicable rules or unless the issue was caused by Fenlavor, LLC. If a returned item is incomplete, damaged, used beyond reasonable inspection, or missing included parts, we may reduce the refund amount to reflect the loss in value.

10. Contact Information

If you have questions about returns, refunds, damaged items, incorrect items, or refund status, please contact Fenlavor, LLC at [email protected] or call us at +1(800)336-1834. Our company address is 7067 Columbia Gateway Dr, Ste 200, Columbia, MD 21046, US. Please include your order number whenever possible so we can review your request faster.