Refund policy

  • Refund and Returns Policy

    We want you and your pet to be happy with every order from meowlyco.com, operated by RIZMOS LIMITED. If something is not right, this page explains exactly how returns, refunds, exchanges, and cancellations work – who pays for what, where items go, and how long each step takes. Questions at any point? Email support@meowlyco.com or visit our Contact Us page.

    Returns at a Glance

    Item Details
    Return window 30 days from the delivery date
    Condition required Unused, with original packaging intact
    Restocking fee None
    Refund time 5-7 business days after we receive and inspect the item
    Return address Texas facility – RMA required (see the end of this page)

    Business days are Monday through Friday, excluding US federal holidays.

    Who Pays Return Shipping

    Reason for Return Who Pays Return Shipping
    Item arrived damaged in transit We do – prepaid label at no cost to you
    Item is defective We do – prepaid label at no cost to you
    We sent the wrong item We do – prepaid label at no cost to you
    Change of mind / no longer needed Customer pays return shipping
    Ordered the wrong size or variant Customer pays return shipping

    For change-of-mind returns and wrong size or variant orders, the original shipping fee (if any) is not refunded. There is never a restocking fee in any case.

    Damaged, Defective, or Wrong Items

    If your order arrives damaged, defective, or different from what you ordered, we will fix it at no cost to you. Here is how:

    1. Tell us as soon as you notice, ideally within 48 hours of delivery. Email support@meowlyco.com with your order number and clear photos of the item and its packaging.
    2. We send a prepaid return label so the return costs you nothing.
    3. You choose the outcome we offer: a full refund or a free replacement.

    Please keep the item and all packaging until your case is resolved – the photos and packaging help us file carrier claims and improve our packing.

    How to Start a Return (RMA Required)

    All returns require a Return Merchandise Authorization (RMA) number. Please do not ship anything back before you receive one – packages without an RMA cannot be matched to your order and may delay or prevent your refund. The process has four steps:

    1. Email us. Send your order number and the reason for the return to support@meowlyco.com. We reply within 24 business hours.
    2. Receive your RMA number and instructions. We will confirm the item is eligible and send your RMA number, the return address, and packing instructions. For damaged, defective, or wrong items, this email includes your prepaid label.
    3. Ship the item within 14 days of the RMA being issued. Pack the unused item in its original packaging, write the RMA number on the outside of the box, and send it to our Texas returns facility. For change-of-mind returns, we recommend a tracked shipping service – you are responsible for the item until it reaches us.
    4. Get your refund. We inspect the item when it arrives and issue your refund to the original payment method within 5-7 business days of inspection. Your bank or card issuer may take another 3-10 business days to post the credit to your account.

    Items We Cannot Accept Back

    • Opened pet treats and food – non-returnable for hygiene reasons, unless defective or damaged
    • Gift cards
    • Final sale items – marked as final sale at the time of purchase

    If a non-returnable item arrives defective or damaged, the 48-hour reporting process above still fully applies – hygiene rules never block a claim for a faulty product.

    Exchanges

    We do not run a separate exchange pipeline, so the fastest path to the item you actually want is simple: start a return for the original item and place a new order right away. That way the replacement ships immediately instead of waiting for the return to travel back and clear inspection. If your item is defective or we sent the wrong product, you can instead choose a free replacement through the damaged/defective process above, at no cost to you.

    Order Cancellations

    You can cancel an order within 24 hours of placing it, as long as it has not been dispatched. Email support@meowlyco.com with your order number and the subject line “Cancel my order.” If the order has already been dispatched, we can no longer stop it – simply use the return process on this page once it arrives. For delivery timelines, see our Shipping Policy.

    How Refunds Are Issued

    All refunds go back to the original payment method only. We cannot issue refunds by cash, check, or to a different card or account. Once we approve your refund, we process it within 5-7 business days of receiving and inspecting your return; banks and card issuers may take an additional 3-10 business days to post it. If a refund seems late, check with your bank first, then email us and we will send you the refund transaction reference.

    If we cannot ship your order within the promised window and you choose to cancel, your refund for the unshipped order is issued promptly – see our Shipping Policy for details.

    Where to Send Your Return

    Ship all authorized returns (with your RMA number) to our returns facility:

    meowlyco Returns, 700 E Plano Pkwy, Plano, TX 75074, United States

    Important: do NOT ship returns to our registered office in Hong Kong. That address is administrative only. Packages sent there will not reach our returns team and cannot be refunded. Only the Plano, Texas address above can receive and process your return – and only with an RMA number.

    Questions?