FlexPetz Return Policy & Procedure

Customer satisfaction is paramount here at FlexPetz. We are committed not only to offering the best products at the best prices, but also to ensuring that you are 100% satisfied with your purchase. If for any reason you are not satisfied we invite you to return your item(s) to us to receive a store credit or refund.

Returns (Within 30 days from time of purchase)

We want you to be 100 percent satisfied with your purchase. For 30 days from the time you receive your Flexpetz order, We will accept your unopend return with a 20%  restocking fee. Batteries and used wire are excluded. All returns must be in new resalable condition light usage wear and tear is accepted. Flexpetz reserves the right to inspect and scrutinize any questionable damaged or abused products. We use Fed-ex and U.S.P.S. tracking codes to determine when you have received your product. In order for us to return your product under the terms of No Hassle we must receive your package back within 10 days of your initial request. All returns must be submitted by a major carrier including U.S.P.S - UPS- Fed-Ex - DHL and must be accompanied back to us with a tracking number for verification.

Product Return Policy (After 30 days)

We accept product returns in their original packaging, in brand new and saleable condition within 30 days of invoice date. This means from the time you place your initial order.

Authorized returns are eligible for a full e-store credit note or a refund in the amount of the total less the cost of initial shipping and a 25% restocking fee.

Please allow 15-30 days for your return to be processed and a credit or refund issued.  

• Returns must be requested within 30 days of invoice date.

• All returns must be accompanied by a Return Authorization Number displayed on the shipping label. Please see below for details.

• Returned merchandise must be in brand new, resalable condition including the original, manufacturer-sealed packaging and all manuals, warranty cards, and accessories.

• Shipping charges are not refundable. Initial and return shipping charges are the sole responsibility of the purchaser, even in the case of purchases that initially qualified for free shipping. As such, the initial cost of shipping will be deducted from refunds of all orders over $200.

• Failure to return free items or gift with purchase items associated with your return will result in a charge for the full retail price of the item.

Returned products that fail to meet any or all of the above conditions may be denied at the discretion of our returns department.

Items damaged during return shipping may be eligible for partial credit at the discretion of our returns department.

Return Procedure

Please use the following procedure in order to complete your return.

1. E-mail returns@flexpetz.com to obtain a Return Authorization Number. Please include the following information: name, e-mail address, invoice number, invoice date, item number, and reason for return. Missing information will result in the decline of your return. Return Authorization Numbers are issued within 2 business days of receipt of email request.
2. Package your return in an appropriate box and be sure to write the Return Authorization Number on the outside shipping label of the box. Returns lacking a clearly visible Authorization Number will be refused.

Return Policy Exceptions

The following items are not eligible for return under any circumstances:

• Personalized products

• Wire, batteries, and wire break detectors

Specific products that are not eligible for return will be clearly indicated as such on the product page.

Questions or Concerns?

Any questions or concerns regarding our return policy or your specific return should be directed to our returns department at returns@flexpetz.com