Refund policy

Thank you for shopping at Rey Pet Shop. We are committed to providing a transparent, fair, and reliable shopping experience. If you are not completely satisfied with your purchase, or if your item arrives damaged, we are here to help you resolve it quickly.

30-Day Return Window

We offer a 30-day return policy. You have 30 calendar days from the date your package is delivered to request a return for eligible products. Return requests submitted after 30 days from delivery cannot be accepted.

Return Eligibility Criteria

To qualify for an approved return, your item must meet the following criteria:

  • The item must be unused, unworn, and in the exact condition that you received it.
  • The product must be in its original packaging, including all original tags, user manuals, accessories, and components.
  • Proof of purchase (order number or confirmation email) is required to process your return.

Return Shipping Fees & Restocking Fees

We believe in straightforward policies without hidden penalties or unexpected costs:

  • Restocking Fee: $0.00 (We do not charge any restocking or administrative fees for returns).
  • Defective, Damaged, or Incorrect Items: If your order arrives broken, damaged in transit, defective, or incorrect, Rey Pet Shop covers 100% of the return shipping costs and will provide a prepaid return label or immediate free replacement.
  • Customer Remorse (Change of Mind / Wrong Size): If you change your mind or ordered the wrong item, you can return the product within 30 days. Rey Pet Shop covers the return shipping cost for eligible returns by providing a return label at no additional cost to you.

How to Initiate a Return

Please follow these simple steps to request a return:

  • Contact Customer Support: Email us at support@reypetshop.com or call (786) 963-1130 with your order number, the item(s) you wish to return, and the reason for the return (attach photos if the item is damaged or defective).
  • Receive Return Instructions: Our support team will review your request within 24 to 48 hours and email you a prepaid return shipping label alongside clear instructions.
  • Ship Item Back: Securely package the product and mail it using the provided label to our verified return address below:

Rey Pet Shop Returns
50 W 29th St Ste 4
Hialeah, FL 33012

Note: Items sent back to us without prior return authorization will not be accepted.

Damaged, Defective, or Incorrect Shipments

Please inspect your package upon arrival. If your item is damaged in transit, defective, or incorrect, please notify us within 48 hours of delivery at support@reypetshop.com with photos of the item and original packaging. We will immediately arrange a prepaid return and issue a full refund or send a replacement at no extra cost.

Exchanges

We do not process direct automated exchanges. The fastest way to get the item you need is to return the original product using our standard return process and place a new order on our site once the return is approved.

Refund Process & Timeline

Once your returned item is received and inspected at our facility, we will send you an email notification confirming receipt and the approval status of your refund.

  • Approval & Issuance: If approved, your refund will be processed immediately back to your original method of payment.
  • Refund Timeline: Depending on your bank, card provider, or financial institution, refunds typically post to your account within 3-5 business days.
  • Late or Missing Refunds: If you have not received your refund after 7 business days from approval, please check your bank account or card provider first, then contact us at support@reypetshop.com for assistance.

Order Cancellations

If you need to cancel or modify an order, please contact us within 2 hours of placing your order. We make every effort to accommodate cancellation requests before the order enters fulfillment.

Once an order has been processed or dispatched to the carrier, it can no longer be canceled. However, you may return the package once it arrives in accordance with our 30-day return policy.

Customer Support Information

For questions regarding returns, refunds, damaged orders, or cancellations, please reach out to customer care:

Store Hours

  • Monday - Saturday: 9:00 AM - 5:00 PM
  • Sunday: 9:00 AM - 2:00 PM

Last Updated: September 2026