Refund policy

RETURN AND REFUND POLICY

• For the safety of all pets, we do not accept returns, refunds, or exchanges due to the risk of cross-contamination and potential cross-infection between animals. This is in accordance with our strict hygiene policy. Exceptions are made only in the case of manufacturer defects, damaged or spoiled food products, missing items or shipping errors. We appreciate your understanding in helping us maintain a safe and clean environment for all pet families.

 

• • If your package arrives damaged or appears to weigh less than what is listed on the shipping label:
  • Do NOT open the package
  • Contact us within 5 business days from the delivery date
  • Keep all exterior packaging, as we will need clear photos of each side of the shipping box and the shipping label for courier claims

We cannot assist further if you fail to report within 5 business days or cannot provide the required photos. Please note if the package was opened or inspected by U.S. Customs, we are unable to provide refunds or compensation, as this is beyond our control.

• If you receive a defective item, you must report it within 5 business days of delivery. Shipping fees, if applicable, are non-refundable.

To report a defect, please email us at mellopetstudio@gmail.com or contact us via WeChat (ID: mellostudio) with the following:

• • Clear photo or video of the defective item
  • Order number
  • Brief description of the issue

If confirmed as a manufacturer defect, a refund will be issued.

 

• If a package is refused by the customer or returned at the customer’s request. Original shipping fees are non-refundable. A reshipping fee will be required. Merchant transaction fees are non-refundable 

ORDER CANCELLATION

If you wish to cancel your order please contact our customer service team as soon as possible. A 5% cancellation fee will apply to cover non-refundable merchant fees. Orders cannot be cancelled once a tracking number has been issued or the order has shipped.

ORDER ISSUES

Please inspect your order upon delivery and notify us immediately of any issues.

If you receive the wrong items, we will issue a refund for the incorrect items.
If items are missing, refunds will be considered case by case. U.S. customers must provide clear photos of the exterior box for missing item claims. We do not reship missing items. Refunds for missing or incorrect items will only be processed if reported within 5 business days of delivery.