We are here to help!! 

If you have some questions or concerns, please do not hesitate to reach out to us via the contact page, and we will get back to you as soon as possible.  

We are always happy to help!

Order cancellation

All orders can be canceled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be canceled.

Refunds and ruterns

We offer a 100% money-back guarantee on all products that are defective or damaged during shipping.

Just let us know and we will provide a return address and a replacement or refund as preferred.

If you are unsatisfied with your order – please contact our support and we will do our best to help you out!

Customers will be responsible for paying return shipping costs.

We do not issue the refund if:

·  your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)

*You can submit refund requests within 15 days after the guaranteed period for delivery (16 days for the USA, 36 days outside the USA) has expired. You can do it by sending a message on the 'Contact Us' page.

*To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Late or missing refunds (if applicable)

If you haven't received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you've done all of this and you still have not received your refund yet, please contact us by using our contact form, and we will do our best to help you out.

LOST/MISSING PACKAGES

Chilling Pets are not liable if the incorrect address is placed during the checkout process. Please make sure that your billing and shipping address is correct before processing your order. If we have made an error we will fully take responsibility for the original order that was made for you at no charge.

CUSTOMS

We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive in your country.

Will my items be sent in one package?

For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you’ve specified combined shipping.

If you have any other questions, please contact us and we will do our best to help you out.