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HELLO!
We hope you love your order! At JJJPET, pets are family. To ensure their health and safety, please double-check the color and size before placing an order.
🚨 Important: We only provide after-sales support for orders placed directly on our official website: https://jjj.pet/. If you purchased from a third-party retailer, please contact them for assistance.
Thank you for being a responsible and loving pet parent!
1、Order Changes and Cancellations
If you want to change or cancel an order, please contact us as soon as possible. We’ll do our best to accommodate changes before shipping confirmation, though some changes may cause a delay. Unfortunately, we cannot change or cancel special or custom orders, or orders that have already shipped. However, if your order has shipped, please contact us — we’ll do our best to assist where possible.
If the return is caused by the consumer, the consumer should be responsible for the shipping fee. The specific fee will depend on the courier service you choose.
If the return is due to our mistake — such as receiving a damaged or incorrect item — the consumer will not be required to bear the shipping fee.
2、Return Requirements
To qualify for a return, please contact our customer service within 15 days of delivery. Items must:
✔ Be in original condition (unused, with tags)
✔ Include original packaging, accessories, user manual, and any promotional gifts
✔ Be pre-approved by our customer service before returning
3、Return Shipping
For non-quality-related returns (e.g., size or preference), the buyer is responsible for return shipping costs. Refunds cover the product price only (excluding original shipping fees).
If the return is due to our reasons (e.g., damaged or incorrect goods), JJJPET will cover the return shipping cost.
4、Non-Returnable Items
All custom products do not support returns.
All Clearance Items are Final Sale and are not eligible for return or exchange.
Items missing original packaging or with severe packaging damage.
Contact-related pet items (e.g., pet water fountains, bowls, feeders) to prevent cross-infection.
5、Damaged or Defective
Please check your order as soon as it arrives. If your item is damaged, defective, or mis-shipped, you are eligible for a replacement or full refund, including shipping.
How to File a Damage Claim:
Report within 7 days of delivery.
Contact us at info@jjj.pet
Provide: Photos/videos of the item in original packaging, the order number, and proof of purchase.
6、Lost or Missing Packages
Report after 60 days from fulfillment.
How to File a Missing Package Claim:
Contact us at info@jjj.pet
Provide: Your order number, proof of purchase, and any available delivery or tracking details.
7、Customer Service Hours
Please fill out the form or contact us via email.
We will get back to you Monday to Friday, from 9:00 AM to 6:00 PM (except holidays).
The email might end up in the spam box, so if you don’t receive a reply within that time, please try again.
We always look forward to your feedback!