Please read the following guidelines before submitting a return. If you need to cancel an order before the item ships, please call us at 925-373-3628 immediately and have your order # ready. For all returns and replacements, please email us at support@gopetclub.com. If you purchased a Go Pet Club product from another retailer, please contact the retail online store you purchased the item(s) from to request a return.

Please note: We do recommend our customers to open their products within our thirty-day window just in case of missing or damaged parts.

For buyer's remorse return:

• Contact us within 30 days from the purchase date
• Items must be returned in their original packaging including all related parts, accessories, and manuals
• All the returned items must be new, unused, and unassembled.
• Customer will be responsible for the return shipping cost
• Refund will only be issued within 3-5 days after we receive the item back in brand new condition
• A 25% re-stocking fee will apply for all returns
• Returning a used item will result in a denied refund. Customer is responsible for sending us a shipping label to have the item returned back.

Please note: This return policy only applies to new and whole unit ordering, DOES NOT apply to replacement part(s). WE DO NOT ALLOW ANY REPLACEMENT PART(S) RETURN/EXCHANGE.

For damaged or defective parts:

• Customer must contact us within 30 days from the purchase date. Failure to report damages or defects within a timely manner may prevent us from properly assisting the customer
• Customer is responsible to email us their confirmation # from purchase, picture(s) and detailed description of the defective or damage part(s) immediately in order to qualify for the free part replacement
• We will send the part(s) free of charge including shipping for any defective or damaged part(s) after the picture(s) and detailed description submitted are approved
• If the damaged part has been caused by usage, we will not cover the cost
• If the customer chooses to return the whole unit, customer will be responsible for shipping the item back to us

For any lost package: We will file claim with our shipping carrier. When claim is approved, we will issue a refund/credit memo within 3-5 days.

For any mis-shipped item: We will issue call tag to have the item returned back to us for inspection. If indeed it was mis-shipped and the item being returned was brand new, then we will issue refund/credit memo within 3-5 days.

Caution: For your safety, always place furniture against a wall or in a corner with walls for stability and on a safe and flat surface. To prevent your cat or anyone from injury, never climb, sit, jump, rock, or tilt the cat tree furniture.

Usage Advice: Monitor your pet's behavior when using the product. If any part(s) appear to be damaged, replace before use.

Please do not refuse any package or attempt to return it yourself prior to contacting us, we will not accept any refused return without contacting us first. For all return, it is the customer's responsibility to obtain an approval with RMA # from Go Pet Club prior to returning the item. We will not accept any return without an authorization # issued by Go Pet Club. You may email to support@gopetclub.com to request for an authorization form for the return.