Shipping Policy

At Farmina Pet Shop, we know your feline friends deserve the best, and we’re committed to making your shopping experience as smooth as a cat’s purr. Below you’ll find all the details about our shipping and return policies.

📦 Shipping Information

Order Processing

We typically process orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

Note: Delivery times are estimates and may vary depending on your location and customs processing. We ship worldwide except to certain Asian countries and remote areas.

International Shipping

For international customers:

• You may be responsible for customs fees, taxes, or duties
• All prices are listed in USD
• Delivery times may be longer than estimated

🔄 Returns & Exchanges

We understand that even the most carefully selected products might not always meet your cat’s exacting standards. That’s why we offer a straightforward returns process.

Our Return Policy

We accept returns of most unused, unopened items within 15 days of delivery. To be eligible:

• Item must be in original condition and packaging
• Original proof of purchase must be provided
• Return must be initiated within 15 days of delivery

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

• Wet Food (opened or unopened)
• Dry Food (opened packages)
• Litter Pans (used)
• Any products showing signs of use or damage not present at shipping

We make exceptions for defective or damaged items (see below).

How to Initiate a Return or Exchange

Step 1: Contact Our Cat-loving Team

Email our Austin-based support at [email protected] within 15 days of receiving your order. Use this template:

Step 2: Receive Return Authorization

Within 1-2 business days, we’ll email you a Return Authorization Number (RAN) and shipping instructions. Include this RAN with your return package.

Step 3: Ship Your Return

Pack the item(s) securely in original packaging (if possible) with all original tags and accessories. Affix the provided return label (US customers) or follow international return shipping instructions.

Step 4: Processing Your Return

Once received, we’ll inspect your return and process your refund or exchange within 3-5 business days. You’ll receive an email notification when complete.

Refund Information

Refunds are issued to the original payment method:

• Credit/Debit Cards (Visa, MasterCard, JCB): 3-10 business days after processing (depending on your bank)
• PayPal: 3-5 business days after processing

Original shipping fees are non-refundable unless the return is due to our error (wrong item shipped or defective product).

Exchange Process

For exchanges:

• Follow the same return process above
• In your initial email, specify the replacement item
• We’ll ship the new item once we receive your return
• If the exchange item costs more, we’ll invoice you for the difference
• If it costs less, we’ll refund the difference

Damaged or Defective Items

If your item arrives damaged or defective:

• Contact us within 3 days of delivery at [email protected]
• Include photos of the damaged item and packaging
• We’ll arrange a replacement or refund at no additional cost

International Returns

For customers outside the United States:

• You’re responsible for return shipping costs unless the return is due to our error
• Declare the package as “Returned Goods” to avoid customs fees
• Refunds are issued in USD; currency conversion may affect the final amount

🐾 Need Help?

Our Austin-based cat lovers are ready to assist with any questions about shipping, returns, or exchanges. Contact us at:

Email: [email protected]
Address: Farmina Pet Shop, 4492 Valley Lane, Austin, TX 78749

We typically respond within 24 hours during business hours (Monday-Friday, 9am-5pm CST).