FAQ's

1. What types of pet products do you offer?

At Enchanted Pet Castle, we specialize in high-quality pet products, including service dog vests and pet harnesses. We offer a wide range of products to ensure the comfort and safety of your furry friends.

2. What is your return policy?

We have a 30-day return policy. This means that 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, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

If you would like to start a return, please contact us. We will provide you with a return shipping label and instructions on how and where to send your package. Please note that items sent back to us without first requesting a return will not be accepted.

If you have any questions or concerns about your return, you can always contact us.

3. What should I do if my item is damaged or defective?

If you receive a defective or damaged item, or if you receive the wrong item, please inspect your order upon reception and contact us immediately. We will evaluate the issue and make it right. Please note that it is important to contact us as soon as possible so that we can assist you promptly.

4. Are there any items that cannot be returned?

Yes, there are certain types of items that cannot be returned. These include perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. If you have any questions or concerns about a specific item, please get in touch with us.

Please note that sale items and gift cards are also not eligible for returns.

5. Can I exchange an item?

Yes, if you would like to exchange an item, the fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.

6. What is the cooling off period for orders shipped to the European Union?

If your merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. The item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

7. How long does it take to receive a refund?

Once we receive and inspect your return, we will notify you about the approval of your refund. If approved, you will be automatically refunded on your original payment method within 10 business days. Please keep in mind that it may take some time for your bank or credit card company to process and post the refund as well. If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us.