Refund policy
Last updated: October 13, 2026
Return & Refund Policy
30 days to change your mind
You have 30 days after receiving your order to request a return. Items must be unused, in their original condition and packaging, with proof of purchase.
How to return an item
- Email us at info@zootly.ca with your order number and the reason for the return.
- We reply within 2 business days with the return address and instructions.
- Parcels sent back without a prior request cannot be accepted.
Return shipping costs for a change of mind are paid by the customer. We recommend a tracked shipping method.
Defective, damaged or wrong items
If you receive a defective or damaged item, or one that does not match your order, email us within 14 days of delivery with a photo. We will send a replacement or issue a refund at no cost to you, often without requiring you to send the item back.
Non-returnable items
For hygiene reasons, items that have been used by a pet (such as beds, toys or worn accessories) cannot be returned for a change of mind. Gift cards are non-refundable.
Exchanges
To exchange an item (size, colour), request a return, then place a new order for the item you want.
Refunds
Once your return is received and inspected, we will notify you by email. If approved, the refund is issued to your original payment method within 10 business days. Your bank may take a few extra days to post it. Since shipping in Canada is free, no shipping fee is deducted.
Customers in the European Union
If your order is delivered in the European Union, you have a 14-day withdrawal period after delivery, without having to give a reason, in addition to the rights described above.
This policy is in addition to, and does not limit, your rights under applicable law, including applicable Canadian consumer protection laws.
Contact us
Email: info@zootly.ca