30-Day Free Returns
You have 30 days from delivery to request a return or exchange.
What’s Eligible
To qualify, items must be returned in resellable condition:
- Unused / unworn, clean, and free of pet hair, odors, stains, tears, or claw/chew damage.
- All parts included, in original packaging (tags/labels intact, if applicable).
- Return must be authorized in the portal (RMA: Return Merchant Authorization).
- Parcels without an RMA may be refused.
How It Works
- Go to Start a Return and enter your order details.
- Choose Exchange, Store Credit, or Refund.
- If approved, you’ll receive a prepaid return label and instructions.
- Please ship within 14 days of approval.
Return Shipping
- U.S. returns within 30 days: a prepaid label is provided at no cost.
- If you use a different carrier/your own label, we aren’t responsible for loss/damage in transit.
Exclusions (Non-Returnable)
- Final-sale items and gift cards.
- Items returned outside the 30-day window or without an RMA.
- Items showing excessive wear, strong odors, stains, or pet-related damage (scratches/tears/chewing).
- Customized/personalized products (if offered).
Defective/Damaged or Wrong Item
Please inspect your order on arrival. If an item is defective, damaged, or incorrect, submit a request in the portal within 7 days of delivery with photos/video. We’ll prioritize a replacement or refund after review.
Note:
We do not offer a lifetime guarantee. Claims arising from normal wear and tear, accidental damage, improper care, or pet claw/chew damage are not considered manufacturing defects.
Refunds
Once your return is received and inspected, we’ll email you the decision. If approved, a refund is issued to your original payment method within 10 business days (bank processing times vary).
If it’s been more than 15 business days since your approval email, contact info@susupetco.com.
Exchanges
Need a different color?
Select Exchange in the portal for the fastest resolution (inventory is held when available). Otherwise, return for a refund and place a new order.
