Refund Policy

​Last Updated: January 01, 2026

At VibeAnimal, we are committed to delivering a premium, reliable, and transparent shopping experience. By placing an order on our website, you agree to the terms outlined below.

​

14-Day Return Window

You have exactly fourteen (14) calendar days from the date your package was delivered (as indicated by the official carrier tracking information) to request a return or refund. Once this 14-day window has expired, VibeAnimal cannot offer you a refund, replacement, or store credit under any circumstances, except where required by applicable law.

To be eligible for a return, your item must be completely unused, unwashed, undamaged, and in the exact same condition that you received it. It must also be returned in its original, unopened packaging, including all tags, manuals, charging cables, and accessories that were included in the box.

ELIGIBILITY REQUIREMENTS

​​

​To qualify for a return:

​

• The item must be unused, unworn, and undamaged

• The item must be returned in its original packaging

• All components, accessories, manuals, and tags must be included

  We reserve the right to deny returns that do not meet these conditions.

​

Non-Returnable Items (Hygiene & Safety)

​

 For the health, safety, and hygiene of all pets and households, certain items are strictly non-returnable once the original   packaging or factory seal has been broken. This includes, but is not limited to:

​

• Smart feeders, bowls, and water fountains (due to potential food or water contamination).

• Grooming tools, de-shedding brushes, and pet vacuum accessories.

• Any item that comes into direct contact with a pet's bodily fluids, saliva, or fur.

 If these items arrive with a confirmed manufacturing defect, they will be handled under our damaged items clause below.

​

Damaged, Defective, or Incorrect Items

 If your item arrives damaged in transit, suffers from a critical manufacturing defect, or if you received the incorrect   product, you must report the issue to support@lojavibeanimal.com within forty-eight (48) hours of delivery.

 To process your claim efficiently through our domestic supplier network, you must provide:

​

1. Your official order number and proof of purchase.

2. High-quality, clear photos or a short video demonstrating the defect, damage, or the incorrect item received.

3. A photo of the original shipping label and outer packaging showing the tracking number clearly.

​

 Upon verifying the issue with our supplier, VibeAnimal will, at our sole discretion, issue a brand-new replacement product   or process a full refund to your original payment method at no extra cost to you.

​

Return Shipping & Process

​

 To initiate a return request within your 14-day window, you must first contact us at support@lojavibeanimal.com for   authorization and instructions. Do not send your purchase back to the address listed on the original shipping label or   package.

 Our domestic partner fulfillment nodes cannot accept unauthorized returns, and your package will be lost, rendering you   ineligible for a refund.

​

 Unless an item is explicitly proven to be defective or damaged upon arrival, customers are fully responsible for paying   their own return shipping costs. Shipping costs are non-refundable. We highly recommend using a trackable shipping   service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

​​​

Delivery & Shipping Exceptions

​

 Since all our items are shipped domestically within the United States, shipping is fast and reliable. However, please note   the following legal exceptions:

• A domestic package is not considered legally "lost" until fifteen (15) business days have passed since the original shipment date without any carrier tracking updates. Refunds for transit delays will not be issued before this period concludes.

• VibeAnimal is not responsible for packages that are marked as "Delivered" by the domestic carrier (such as USPS, UPS, or FedEx) but are missing or stolen from your property.

• No refunds or free replacements will be provided if you input an incorrect, incomplete, or invalid shipping address during the checkout process.

​

What to expect for your Refund

 Once your returned package is received at our designated inspection facility, our team will review the condition of the   items. We will send you an email to notify you that we have received your package and will inform you of the official   approval or rejection of your refund request.

 If approved, your refund will be processed immediately, and a credit will automatically be applied to your credit card or   original method of payment. Please allow a commercially reasonable processing window (typically 5 to 10 business days)   for your banking institution or payment provider to post the transaction to your account.

​​

POLICY ENFORCEMENT 

 We reserve the right to refuse returns or refunds in cases of:

• Abuse of the policy

• Fraudulent claims

• Excessive returns