Returns policy

Customize Pet accepts returns/exchanges of unworn merchandise within 60 days of placing the order. we would like our customers to be delighted with our appears, and if you're not satisfied, for any reason, you could returns/exchanges the item within 60 days from placing the order.
Returns and exchanges must be postmarked within seven days of approval.


Returns must be received in original condition as defined below:
- Keep the original package.
-The product has no obvious traces of use.
-All parts related to the products sent out are available.

There are certain situations where only partial refunds are granted (if applicable)
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 60 days after delivery.
Item(s) that do not meet the Return Requirements cannot be accepted by our Returns Team and will be returned to you.
If you are unsure whether you are eligible for a return please contact us on or +852 5605 4583

To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.



STEP 1: To return your unwanted item(s), please send an email to us via include order number and product name.

STEP 2: Return your item(s) not yet used.

STEP 3: Please contact our Customer service at email to get the return address.



The cost of returning the item(s) to us is your responsibility and the original shipping costs are not refundable.

Items with free delivery will be refunded at a discounted rate for the delivery costs incurred to send the item(s) to you.


If the package you received is incorrect or damaged due to our or logistics company's responsibility, please contact us in advance and provide relevant proof so that we can refund or resend it to you. If the proof you provide has been reviewed by us, the cost of reissue will be borne by us and you will not have to pay any additional fee.

Please make sure your return or exchange has been approved before returning your items, or it may be sent back to you.



Returns can take up to 21 working days to get back to us. You will receive an email to confirm we have processed your return.

Any funds due should appear on your bank statement within 2-10 working days (Please note that refund times are dictated by the card issuers and are outside our control)

Refunds will be credited to your original method of payment only. And we will send the refund notice to you by email while we issued it.

Depending on where you reside, the time it's going to deem your exchanged product to succeed in you, may vary.



Please note that product has been used, damaged due to your reasons, missing parts cannot be refunded.


Gift cards aren't returnable.

Items on Clearance, Liquidation aren't returnab.



Please contact us with in 24hours if you want to cancel the order. Unfortunately, we are unable to cancel your order once it has been processed and/or shipped. Otherwise, you will have to wait for your item to arrive before you can return it to us.



If you want to change the order information (such as size, image, details, text), please contact us within 24 hours after placing the order, and we will make the change for you as soon as possible for free.

The shipping address can be changed before shipping, and we can not do any change once shipping out.




Exchanges are for the same item of a different size. Exchanging items of different product, designs, or prices are not allowed.

Faulty, Defective, or Wrong Items

In the unlikely event you have received a faulty or defective item, please contact us immediately with the following information:

  • Your order number
  • Which item is damaged
  • A description
  • Photographic evidence


Unless proof of damage has been verified by a member of the support team, we cannot action a refund, or exchange. Items that are damaged due to use or normal wear and tear may be denied a refund.

Please do not return any damaged goods unless advised by a member of our support team.


If you have received a different item than what you've ordered. Please email


If you have any doubt about above policy, here is the ways to contact us:

Customer Support


Customer Support TEL: +852 5605 4583


Customer Service Hours:

Beijing time Monday to Friday: 8:30AM - 12:00AM and 1:30PM - 6:00PM (UTC+8)

New York Time 7 PM - 9 AM

San Francisco Time 4 PM - 6 AM

Oslo Time 1 AM - 3 PM


We have customer care available to take your questions by call +852 5605 4583. Our formal working hour is Hong Kong time Monday to Friday: 8:30AM - 12:00AM and 1:30PM - 6:00PM (UTC+8), but phones also will be attended during the above mentioned time by Customize Pet staff.