Refund policy
Return and Refund Policy
At Elias Pet, we want you and your furry friend to be completely delighted with your order. To ensure fairness, clarity, and a seamless experience for all our customers, we have outlined our straightforward 14-day return policy below.
The 14-Day Return Window
You have 14 days from the date of delivery to request a return. If 14 days have passed since your item was delivered, unfortunately, we cannot offer you a refund or exchange.
Item Condition Requirements
To be eligible for a return, your item must be:
- Unused, unwashed, and in the same condition that you received it.
- In its original packaging with all tags attached.
- Free of pet hair, odors, or signs of wear.
Non-Returnable Items (Exemptions)
Due to strict hygiene and health standards for pets, the following items are exempt from standard returns once opened or used:
Pet beds, feeding bowls, or harnesses that have been used, worn, washed, or removed from their original sealed packaging.
Any items marked as "Clearance" or "Final Sale" at the time of purchase.
How to Initiate a Return via Mail
Since our Bakersfield location operates strictly as a fulfillment center, we cannot accept in-person drop-offs. To return an item by mail, please follow these steps:
1. Contact Us: Email support@eliaspet.com with your order number and the reason for your return to request a Return Merchandise Authorization (RMA) and the exact return mailing address.
2. Pack Your Item: Securely wrap and pack the unused item in its original packaging to ensure it does not get damaged during transit.
3. Ship it Back: Mail your package using a trackable shipping service.
Return Shipping Costs
Customer Responsibility (Change of Mind): For returns due to a change of mind, incorrect sizing, or buyer's remorse, the customer is responsible for paying the return shipping costs.
Store Responsibility (Our Error): If we shipped the wrong item, or the item arrived damaged or defective, Elias Pet will cover 100% of the associated return shipping costs and provide a pre-paid return label.
Restocking Fees
We believe in transparent pricing. Elias Pet charges $0.00 Restocking Fees for all eligible returns.
Damaged or Defective Items
If your item arrives in less-than-perfect condition, we will make it right:
- Reporting: Please report any damage or defects within 24 hours of delivery.
- Evidence: Email clear photos of the damaged item and the original packaging to support@eliaspet.com.
- Resolution: We will provide a full refund or a replacement for any items confirmed as damaged in transit or defective upon arrival.
Refunds Processing
Once your return is received and inspected at our facility, we will send you an email to notify you of the approval or rejection of your refund.
If approved, your refund will be processed within 7 business days.
A credit will automatically be applied to your original method of payment. Please note that it may take additional time for your bank or credit card company to officially post the transaction to your account.
Contact Information
Store Name: Elias Pet
Email: support@eliaspet.com
Address: 5008 N Hills Dr, Bakersfield, CA 93308, United States
Phone/WhatsApp: +1 (805) 251-9565
Support Hours: Monday – Friday: 8:00 AM – 7:00 PM (PT)