Refund policy

Last updated: April 19, 2026

At Zoiazoo, we want you to be completely satisfied with your purchase. Our return policy is designed to be transparent and easy to follow. This policy applies to all orders placed and shipped within the United States.

1. RETURN WINDOW

Our return policy lasts 30 calendar days. You have 30 days from the date of delivery to request a return. If 30 days have passed since you received your item, we unfortunately cannot offer you a return or refund.

2. ELIGIBILITY & CONDITION

We accept returns for both defective items (damaged or wrong items) and non-defective items (customer remorse, changed mind).

  • Condition: Items can be opened, but they must be in new and unused condition.
  • Resale: To be eligible, the product must not have been used, must have all original tags attached, and must be in its original packaging. It must be in a condition that allows for secondary sales.
  • Proof of Purchase: A receipt or order confirmation is required.

EXCHANGES

We do not accept exchanges. The most efficient way to get the item you want is to return the item you have, and once the return is processed, make a separate purchase for the new item.

3. HOW TO START A RETURN

To initiate a return, please follow these steps:

  1. Contact us at info@zoiazoo.com with your order number and the reason for the return.
  2. Once your request is approved, we will email you a Pre-Paid Return Shipping Label.
  3. Download and print the label, affix it to your package, and mail it back to us via the designated carrier.

Please note: Items sent back to us without first requesting a return and receiving our approval will not be accepted. We do not require an RMA number.

4. RETURN SHIPPING & FEES

We believe in a stress-free shopping experience.

  • Return Shipping Cost: $0.00. Even though our return warehouse is located in China, Zoiazoo covers all return shipping costs. We provide a pre-paid label, and customers will not incur any fees for the return process.
  • Restocking Fee: $0.00. We do not charge any restocking fees.
  • Original Shipping Refund: When your return is approved and processed, we will refund the full cost of the item plus any original shipping costs you paid. You will bear no financial loss.

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.

5. RETURN ADDRESS

All returns must be shipped to our main facility:

Recipient: Return Dept. (Han Yu Yun Gu Ke Ji Shang Mao Co., Ltd.)

Address: 60-80 Tingxie Road No.1 Room 1st Floor, Pudong New Area, Shanghai, 201321, China

Phone: +86 13905620670

6. EXCHANGES

We do not accept exchanges. The most efficient way to get the item you want is to return the item you have, and once the return is processed, make a separate purchase for the new item.

7. REFUNDS

Once we receive and inspect your return, we will notify you of the approval of your refund.

  • Refund Method: Approved refunds will be automatically issued to your original payment method.
  • Processing Time: We will process your refund within 5 calendar days of receiving your returned item.

8. NON-RETURNABLE ITEMS

The following items are exempt from being returned:

  • Opened pet food, treats, or supplements (due to hygiene/safety).
  • Customized or personalized pet items.
  • Gift cards.
  • Note: Sale items ARE eligible for return under the same 30-day conditions as full-priced items.

9. CONTACT INFORMATION

For any questions regarding our Return & Refund Policy, please contact us: