30-day return policy
We want you and your pet to be completely happy with your order. We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be:
- In the same condition that you received it — unused and unopen
- In its original packaging with all tags attached
- Accompanied by your receipt or proof of purchase
How to start a return
To start a return, contact us at hellotorasel@gmail.com with your order number, a description of the issue, and photos if the item is damaged or incorrect.
Once your return request is reviewed and approved by our fulfillment team, we will send you the return shipping instructions and a prepaid label where applicable. Please do not send any items back without first receiving written approval from us — unapproved returns cannot be processed.
For any return questions, contact us at hellotorasel@gmail.com.
Damages, defects, and wrong items
Please inspect your order as soon as it arrives. If your item is defective, damaged in transit, or if you received the wrong product, contact us within 72 hours of delivery at hellotorasel@gmail.com.
Include clear photos of the item, the packaging, and the shipping label. We will evaluate the issue and arrange a replacement or full refund at no cost to you. Damage claims submitted after 72 hours may not be accepted, as this is required by our fulfillment partner's policy.
Non-returnable items
Certain items cannot be returned. These include:
- Perishable goods such as pet food, treats, or plants
- Custom or personalized products (including custom pet portrait items)
- Personal care and hygiene products that have been opened
- Hazardous materials, flammable products, or gases
- Sale items and gift cards
If you are unsure whether your item qualifies for a return, please contact us before sending anything back.
Exchanges
We do not offer direct exchanges. The fastest way to get the correct item is to return your original order (once approved) and place a new order separately. This ensures the quickest processing and shipment from our warehouse.
Shipping costs for returns
If the return is due to a defect, damage, or an error on our part, we will cover the return shipping cost in full. If the return is due to a change of mind or ordering the wrong size, the customer is responsible for return shipping fees. This is because orders are fulfilled and shipped directly from our international fulfillment partner (CJ Dropshipping), and return shipping costs reflect the actual carrier rates.
Late or missing packages
Our orders are fulfilled standard delivery times of 7–15 business days for standard shipping, or 3–7 business days for expedited shipping. If your order has not arrived within the estimated timeframe, please:
- Check your tracking link (sent in your confirmation email)
- Allow 3 additional business days for carrier delays
- Contact us at hellotorasel@gmail.com if your package has not arrived after this period
We will investigate with our fulfillment partner and provide a resolution within 5 business days of your report.
European Union — 14-day cooling-off period
If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason, without providing justification. Your item must be unused, in its original packaging, and accompanied by proof of purchase. This right applies regardless of the above policy terms where EU consumer law requires it.
Refunds
Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved or declined. If approved, your refund will be processed to your original payment method within 10 business days.
Please note that your bank or credit card provider may take additional time to post the refund to your account. If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at hellotorasel@gmail.com and we will investigate immediately.
Contact us
For all return, refund, or order issues, reach us at:
We aim to respond to all inquiries within 24–48 hours on business days.
