Return & Refund Policy
Last updated: September 10, 2026
At Jupitte, we want you and your furry companion to love every purchase. If you are not completely satisfied with your order, we will resolve your issue properly through our clear, customer-friendly return and refund policy.
If the returned item is not maintained in its original, resellable condition (for example, missing tags or signs of use beyond fitting), we may issue a partial refund rather than a full refund based on the reduction in the item’s value. This is not a hidden charge, but a reflection of the actual condition of the product.
1. Return Eligibility
You may request a return, exchange, or refund within 30 calendar days from the date your order is delivered.
Items must meet all of the following conditions to be eligible for return:
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- Be in new, unused, and resellable condition
- Include all original packaging, hangtags, and accompanying accessories
- Bamboo pet products: Free of scratches, stains, chew marks, and pet hair
- Wearable products such as dog harnesses: Unworn, unwashed, with all buckles and hardware fully intact
2. Items NOT Eligible for Return
- Sale / clearance items
- Custom / personalized products
- Digital gift cards
- Items that show signs of use, damage, or improper care
- Items returned after the 30-day return window
- Pet-worn or used items: For hygiene reasons, any item worn or used by your pet is not eligible for return, unless the item is defective, damaged, or shipped incorrectly.
- Sizing issues: We strongly recommend reviewing the size chart on each product page before purchasing. Our customer service team can assist you in selecting the correct size. We do not accept returns of tried-on items due to sizing concerns.
3. Return Process
- Please contact us at jupitte@outlook.com within 15 days of receiving your order to initiate a return.
- If the item is damaged or defective, please provide your order number, proof of purchase, and supporting photos.
- Once your request is approved, we will send you return instructions and the return shipping address.
For defective, damaged, or incorrectly shipped items, no return is required; we will send you a free replacement directly. For all other eligible returns, return shipping costs are the responsibility of the customer.
Returns shipped without prior approval may not be accepted.
4. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us immediately at jupitte@outlook.com. Damaged or defective items must be reported within 24 hours of delivery, along with clear photos, videos, and a detailed written description of the issue. No return of the original item is required; we will arrange a free replacement in compliance with applicable US consumer protection laws. If the received item matches the product description and you simply wish to return it, standard return shipping fees will apply.
5. Lost Package Policy
If your package has not been delivered, please contact us at Jupitte@outlook.com within 20 days of placing your order. We will open an investigation with the shipping carrier. If the package cannot be located within 20 business days, we will offer a full refund or reshipment.
Based on available tracking information, if the order has not been delivered within 30 days of the order date, you are eligible for a full refund as long as the package status still shows "in transit" at the time you submit your refund request. In this case, you will not be required to return the package even if it is eventually delivered.
Claims submitted after 45 days from the order date will not be accepted.
Please note that refunds will not be issued if delivery failure is caused by an incorrect address provided by the customer, or failure to pick up the package from the post office in a timely manner.
6. Delivered but Not Received
If tracking information shows "delivered" but you have not received your package, please first check with neighbors or your property management office, then contact your local post office for proof of delivery. If the package still cannot be located, please contact us within the time limits above and provide supporting documentation. After investigation, we will offer store credit or a reshipment at our discretion.
Please note that we are not responsible for any mail theft that occurs after package delivery. If theft is suspected, please contact your local police department and insurance company to file a claim.
7. Refunds
- Refunds will be issued back to your original payment method (credit card, PayPal, Shop Pay, etc.).
- Refunds will be processed within 5–10 business days. Please note that your bank or card issuer may take additional time to post the refund to your account.
8. Exchanges
Within the 30-day return window, exchanges for a different size, color, or item of equal value are supported.
- If the new item costs more, you will be charged the price difference.
- If the new item costs less, the difference will be refunded to your original payment method.
- For quality issues / incorrectly shipped items: both return and outgoing shipping costs are covered by us.
9. Damaged and Incorrect Orders
If you receive an item that is damaged, defective, or does not match what you ordered, please contact us within 48 hours of delivery.
- Please provide your order number, along with clear photos of the item, packaging, and damage.
- We will offer you three options: free replacement, full refund, or store credit — your choice, with no additional shipping costs for you.
10. Additional Notes
We reserve the right to deny any return request that does not meet our eligibility criteria or is submitted after the return window.
If you have any questions about this policy, or need assistance with a specific order, please feel free to contact us at Jupitte@outlook.com.
If you have any questions or need help, please reach out to us.
We are here to answer any questions about returns, refunds, or exchanges.
Email: Jupitte@outlook.com
Customer Service Hours: Monday – Friday, 9:00 AM – 5:00 PM
We strive to respond to all inquiries within 24 hours.