Return and Refund Policy

If you encounter any issues with your felt product after receiving it or need to return it, here are our return and refund process instructions.

Return Window
Customers may request a return within 30 days of receiving their order.

Condition of Returned Items
Felt is a soft fiber material. To ensure product integrity for all customers, returned items must meet the following requirements:

• The product must be unused and free from damage.
• Items must be sent back in their original packaging to help preserve the felt structure.
• Products must not show signs of use, including wear, stretching, compression, pilling, or any scent.

A valid proof of purchase (order confirmation email or order number) is required.

Refund Method
Once a return is approved, the refund will be issued to the original payment method used at checkout. If you would like more details on how the refund process works, we are happy to explain further.

Return Shipping Costs
Customers are responsible for return shipping costs unless the return is due to our error (e.g., wrong item or defective product). If the issue is on our side, we will cover the return shipping fee.

Items That Cannot Be Returned

The following items are not eligible for return:

• Products that have been used or washed.
• Items with visible fiber pulling, deformation, or any scent.
• Products damaged after delivery.

How to Start a Return

To begin a return request:

• Email our team at support@petfacenet.com to obtain return authorization and detailed instructions.

• Place the item back in its original packaging and secure it properly to prevent deformation during transit.

• Follow the instructions provided by our support team and send the package to the following return address: 11601 Wilshire Blvd, Los Angeles, CA 90025, United States

• We will notify you once the returned item has been received and inspected.

Refund Timeline

After the returned product is confirmed to be in acceptable condition, refunds are processed within 5 business days. A confirmation email will be sent once the refund has been issued.

Exchanges

We do not offer direct exchanges. To exchange an item, please initiate a return and place a new order for the desired product. If you need help choosing a replacement, our support team is available to assist.

Order Cancellation

Orders may be cancelled within 24 hours if they have not yet entered processing.

Once an order has been processed or shipped, cancellation is no longer possible. If you are unsure whether your order can still be cancelled, please contact us promptly.

Our Commitment  

We aim to provide a clear and reliable return experience for all customers. If you have questions about returns, refunds, or exchanges, please contact us at support@petfacenet.com.