We take immense pride in the quality of our plush toys and adhere to strict quality control measures. If you encounter any issues after receiving your item, please don’t hesitate to email our customer service at [email protected].

Return Policy

Return Period

Items can be returned or exchanged within 30 days from the day of receipt.

Return Shipping

  • You can arrange for collection by calling the post office or dropping off the package at your nearest post office.
  • We will determine whether to reimburse the freight based on the reason for your return. If the return is due to our responsibility, we will cover the freight. If it is your responsibility, we will not reimburse the freight. The specific fee should be based on the express company you choose. Reasons for consumer-initiated returns include:
    • The product does not meet expectations.
    • The size is too small or too large.
    • The color does not match expectations.
    • A change of mind or no longer needing the product.
    • Ordering the wrong item or quantity.
    • Not reading the product description thoroughly.

Incorrect or Damaged Items

If you have received incorrect or damaged items, please take clear photos and contact our customer service as soon as possible. We will reship or provide a refund based on the specific situation.

Return Address

Before sending back the products, please contact our customer service first to obtain the return address.

Return Requirements

  1. For Items Without Quality Issues: petysupplies expects customers to return items unused, undamaged, with the original tags and packaging material intact.
  2. Approval: Customers must seek approval from the petysupplies customer service team before shipping the items back.
  3. Quality Issues or Incorrect Delivery: In cases of quality issues or incorrect product delivery, customers should take photos showing the problem and contact customer service for a return address.

Situations Eligible for Return or Refund

  • Items not in their original condition, damaged, or missing parts due to our error.
  • Items different from the description.
  • Items returned to the sender without delivery.
  • Items not delivered within the agreed time.

Return Process

Please follow our return process carefully to minimize any delays:

  1. Contact Customer Service: If you wish to return an item, please contact our customer service, providing your:
    • Order number
    • SKU number or product name
    • Reason for return
  2. Response: Our customer service team will respond to your request within 24 hours (on business days).
  3. Return the Items: Return the items to the address we provided and send us return proof in the form of the tracking number and a valid return receipt.
  4. Refund or Exchange: Once we have received the returned item(s), we will email you and arrange a refund or exchange as requested immediately.

Important Notice

  • Return Address: Please do not send your return to the sender’s address on your package. This is not the return address and will affect the processing of your return. Use only the address provided by our customer service.
  • Non-petysupplies Items: Ensure you do not include non-petysupplies items in your return package by accident. We will not be responsible for sending those items back to you.
  • Lost or Stolen Packages: We are not liable for any return packages that may become lost or stolen in transit. Please keep your proof of return tracking number when shipping back your returns.

Refund Policy

  • Misprinted/Damaged/Defective Items: Any misprinted, damaged, or defective items caused by our production or transportation are covered at our expense, and you will receive a full refund. We will also reimburse the return shipping cost.
  • Order Cancellation: Your order will be fully refunded if it is cancelled within 24 hours of purchase or before shipping. We will NOT accept order cancellation requests if the orders have already been shipped.
  • Lost Parcels: If parcels are lost in transit, we will cover your loss by issuing a full refund.
  • Incorrect Address: If you provide an address that the courier cannot recognize, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address (if applicable).
  • Wrong Address: If you provide a wrong address when placing an order and do not contact us to change it, you will be responsible for all losses.
  • Used Items: Items returned with obvious signs of use, makeup, animal hair, dander, deodorant, perfume, or similar product stains may be subject to denial and will not receive a refund.
  • Refund Processing Time: Please note that processing of refunds can take up to 7 business days to show on your account due to varying processing times between payment providers.

How to Obtain a Return Label

  1. For Defective Products: This occurs when the product is incorrect or damaged by the carrier. This is our responsibility. Customers need to download/print the return label.
  2. For Customer Remorse: This occurs when the customer purchased the wrong product, it doesn’t fit, or they no longer want the item. It is the customer’s responsibility to obtain a return label.

Contact Information

If you have any queries or concerns, please don’t hesitate to reach out to us.

  • Address: ROOM 5065 FLOOR 5 YAU LEE CENTRE 45 HOI YUEN ROAD KWUN TONG KL HONGKONG
  • Phone: +852 85486445
  • Email: [email protected]
  • Working Hours: Monday – Friday, 08:00-17:00 (UTC+8)

On business days, we aim to respond to your inquiries within 24 hours.