Return & Refund Policy
Last updated: August 10, 2026
We want you to love your Cool Pets R Us purchase. If you are not completely satisfied, we are here to help.
Return Eligibility
- Item must be unused and in original condition
- Item must be in original packaging
- Return requested within 30 days of delivery
- Proof of purchase required
Non-Returnable Items
- Used or washed items
- Clearance or final-sale items
- Items returned after 30 days
How to Request a Return
- Email info@coolpetsrus.com with subject "Return Request — Order #12345"
- Include order number, item(s), and reason
- We respond within 24-48 hours with a Return Authorization number
- Ship to: 2349 Millers Ln, Louisville, OH 40216
Return Shipping
Customer pays return shipping for change-of-mind returns. We provide prepaid labels for damaged, defective, or incorrect items.
Refund Processing
Refunds processed within 3-5 business days of receiving the returned item. Refund issued to original payment method.
Damaged or Incorrect Items
Contact us within 48 hours for damaged or incorrect items. We will arrange replacement or full refund at no cost.
Contact Us
Email: info@coolpetsrus.com
Phone: +1 (502) 449-1720