Hello!
We hope you love your order! At Joypolly, pets are family. To ensure their health and safety, please double-check the color and size before placing an order.
🚨 Important: We only provide after-sales support for orders placed directly on our official website: https://joypolly.com/. If you purchased from a third-party retailer, please contact them for assistance.
Thank you for being a responsible and loving pet parent!
If you want to change or cancel an order, please contact us as soon as possible. We’ll do our best to accommodate changes before shipping confirmation, though some changes may cause a delay. Unfortunately, we cannot change or cancel special orders or orders that have already shipped. If your order has shipped, you may also contact us for help.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
30-Day Returns
Return Requirements:
To qualify for a return, items must:
✔ Be in original condition (unused, with tags)
✔ Include original packaging, accessories, user manual, and any promotional gifts
✔ Be pre-approved by our customer service before returning
Return Shipping:
For non-quality-related returns, the buyer is responsible for return shipping costs. Refunds cover the product price only (excluding shipping fees).
Non-Returnable Items:
- All custom products do not support returns.
- All Clearance Items are Final Sale and are not eligible for return or exchange.
- Items missing original packaging or with severe packaging damage
- Contact-related pet items (e.g., pet water fountains, bowls, feeders) to prevent cross-infection
How to File a Damage Claim:
Report within 30 days of delivery.
Contact us at service@joypolly.com.
Provide: Photos/videos of the item in its original packaging, the order number, and proof of purchase.
Please check your order as soon as it arrives. If your item is damaged, defective, or mis-shipped, you are eligible for a replacement or full refund, including shipping.
How to File a Damage Claim:
Report within 7 days of delivery.
Contact us at service@joypolly.com.
Provide: Photos/videos of the item in original packaging, order number, and proof of purchase.
- Domestic orders: Report after 30 days from fulfillment.
International orders: Report after 60 days. -
How to File a Missing Package:
Contact us at service@joypolly.com.
Provide: Photos/videos of the item in original packaging, order number, and proof of purchase.