Refund policy
Refund Policy
Last updated: July 25, 2026
We want you to feel confident shopping with Apex Living Pets Co. If something is not right with your order, please contact us at support@apexlivingpetsco.com.
14-Day Return Window
You may request a return within 14 calendar days of delivery.
To be eligible for a return, the item must be unused, unworn, clean, unaltered, and in the same condition in which it was received. It must include its original packaging, tags, manuals, accessories, and other included components.
Returned items must be free from pet hair, odors, stains, damage, and signs of use. You will also need your order number or other proof of purchase.
How to Start a Return
Email support@apexlivingpetsco.com with:
- Your order number
- The item you would like to return
- The reason for the return
- Photos if the item is damaged, defective, incomplete, or incorrect
Please do not mail an item before contacting us.
Approved returns will receive the correct return location and instructions from customer support. The return address may differ from the address shown on the original package.
Items mailed without return instructions or to an unauthorized address may be delayed or may not reach the correct return facility.
Return Shipping
For change-of-mind, sizing, or preference-based returns, the customer is responsible for return shipping.
We recommend using a trackable shipping service and keeping your shipping receipt until the return has been completed.
If an item arrives damaged, defective, or incorrect, Apex Living Pets Co will cover reasonable return shipping when a return is required or provide another appropriate resolution after reviewing the claim.
Original shipping charges are non-refundable unless the item was damaged, defective, incorrect, or applicable law requires otherwise.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
Contact us as soon as possible, preferably within 7 calendar days of delivery, if an item:
- Arrives damaged
- Appears defective
- Is missing components
- Is different from what you ordered
Include your order number and clear photos of the item and packaging so we can review the issue and make it right.
This requested reporting period does not limit any rights that cannot be waived under applicable law.
Non-Returnable Items
The following items are generally not eligible for change-of-mind returns:
- Gift cards
- Personalized, customized, or special-order products
- Perishable goods
- Opened consumable products
- Opened or used grooming, hygiene, or personal-care products that cannot be safely resold
- Items damaged through misuse, improper care, unauthorized modification, or normal wear and tear
- Items clearly marked “Final Sale” before purchase
These exclusions do not apply when an item is damaged, defective, misdescribed, incorrect, or when a return is required by applicable law.
Sale-priced items may be returned unless they were clearly marked Final Sale before purchase.
Electronic and Smart Products
Electronic, connected, or wearable products must be returned with all original components, cables, manuals, accessories, and packaging.
Before returning a connected product:
- Remove personal information
- Disconnect linked accounts
- Disable account or activation locks
- Restore the product to its original settings when possible
Apex Living Pets Co is not responsible for personal information left on a returned device.
Exchanges
We do not process direct exchanges.
To receive a different item, size, or color, request a return for the original item and place a separate order after the return has been approved.
Order Changes and Cancellations
Contact us as soon as possible if you need to change or cancel an order.
We will try to help, but we cannot guarantee changes or cancellations after an order has entered processing or shipped.
If an order is successfully canceled before fulfillment, the payment will be refunded to the original payment method.
Refunds
We will notify you after your return has been received and inspected.
If approved, the refund will be issued to your original payment method within 10 business days. Your bank or card issuer may require additional time to process and post the credit.
Where permitted by law, a refund may be reduced if an item is returned incomplete, used beyond what is reasonably necessary to inspect it, or damaged after delivery.
If more than 15 business days have passed since we approved your refund, contact support@apexlivingpetsco.com.
International Consumer Rights
This policy does not limit consumer rights that cannot be waived under applicable law.
Customers in jurisdictions with statutory cancellation, cooling-off, repair, replacement, or refund rights may have additional protections. Where local law provides a different deadline or remedy, the applicable legal requirement will control.
Contact Us
Apex Living Pets Co
Email: support@apexlivingpetsco.com