Refund Policy
Return Policy
Last updated: July 25, 2025
Thanks for shopping with us—keeping you satisfied is what matters most to us. If anything about your order isn't right, please get in touch directly at support@atlaepetgear.com and include your order number (e.g., 015SHOP-1218) along with your order email, so we can sort it out for you. Take a moment to read through our full policy below.
General Policy
Please be aware that all sales are final. We don't accept returns or exchanges, with one exception only: items that have a confirmed quality problem or cases where the wrong product was shipped.
Damages and Quality Issues
We back the quality of what we sell. If an item turns up defective, damaged, or incorrect, your first move should be to reach out to our support team—we're fully committed to working things through with you and reaching a fair outcome.
Please check your order as soon as it arrives and let us know within 7 days of delivery.
To help us resolve things quickly, email us at support@atlaepetgear.com and include:
- Your order number (e.g., 015SHOP-1218) and the email address used to place the order.
- A description of what's wrong.
- Clear photos or video showing the defect, damage, or incorrect item.
Our team will review your claim and decide on the right fix. Each case is judged individually, and the resolution may be a replacement, a partial refund, or a full refund.
Refunds
When a full or partial refund is the approved outcome, it goes back to the payment method you originally used. Funds typically show up in your account within 7–12 business days, though the exact posting date depends on how quickly your bank or card issuer processes it.
Exchanges
We don't offer exchanges. Items are only replaced when they arrive defective or damaged and the claim has been approved.
Unauthorized Returns
Please don't ship anything back to us unless our support team has told you to. To qualify for a resolution, you need to contact us first and open a claim.
Any item sent back without prior approval and an active claim won't be accepted, and we won't be able to offer any help—refund or replacement—for unauthorized returns.
Contact Us
If you have any questions or concerns, don't hesitate to reach out to our support team. Emailing us directly at support@atlaepetgear.com with your order number (e.g., 015SHOP-1218) and order email is the quickest, most reliable way to get any issue resolved. Your satisfaction matters to us, and we'll always do our best to make things right.