Refund and Returns Policy

Overview

Customize LLC offers a 30-day refund policy for unused, undamaged pet products in their original packaging. Returns must be initiated within 30 days of delivery. After this period, we cannot offer full refunds or exchanges.

Eligibility for Returns

To qualify for a return, your pet product (e.g., toys, apparel, accessories) must:

Be unused with no signs of wear (e.g., chew marks, stains, or damage from use).
Be in its original packaging with all tags and labels attached.

Non-returnable items include:

Customized products (e.g., engraved collars, monogrammed pet beds) unless defective.
Final sale items marked “Non-Returnable”.
Pet food, treats, or other perishable goods.

Required Documentation

A receipt or proof of purchase (e.g., order confirmation email) is required to process your return.

Return Process

Email pet@customize.sbs within 30 days of delivery, including your order number and reason for return.
Wait for our team to issue a Return Authorization (RA) number via email.
Ship the item(s) to:

Customize LLC

8322 Westminster Blvd Apt 11

Westminster, CA 92683

USA
Include the RA number and a copy of your proof of purchase in the package.

Do not send items to the manufacturer—returns must be sent to the address above.

Partial Refunds

Partial refunds may be granted in the following cases:

Items returned without original packaging (at our discretion).
Products with minor damage caused by customer use (e.g., small tears in pet clothing).
Returns initiated more than 30 days after delivery.

Refund Processing

Once your returned item is received and inspected:

We will email you to confirm receipt and notify you if your refund is approved or rejected.
Approved refunds are processed within 5–7 business days, with credits applied to your original payment method.

Late or Missing Refunds

If you haven’t received your refund:

Check your bank account or credit card statement (processing times vary by institution).
Contact your credit card company or bank to inquire about processing delays.
If issues persist, email pet@customize.sbs for assistance.

Sale Items

Only regularly priced pet products are eligible for refunds. Sale items marked “Final Sale” cannot be returned or refunded.

Exchanges

We replace items only if they are defective or damaged upon arrival. To request an exchange for the same item:

Email pet@customize.sbs with photos of the defect/damage and your order number.
Follow the return instructions provided, and we’ll ship a replacement once the damaged item is received.

Gift Returns

If the item was marked as a gift and shipped directly to you, you’ll receive store credit equal to the item’s value once the return is processed.
If the gift was shipped to the purchaser (who then gave it to you), refunds will be issued to the original buyer.

Return Shipping Costs

You are responsible for return shipping fees unless the return is due to our error (e.g., defective item, wrong product shipped).
Original shipping fees are non-refundable. If a refund is approved, return shipping costs will be deducted from the total refund amount.

For high-value items, we recommend using a trackable shipping service or purchasing insurance, as we cannot guarantee receipt of returned items.