Refund & Return Policy

At SafePet, we stand behind our products. We want you and your dog to feel 100% safe and confident on every drive. That is why we offer a comprehensive return and refund policy to ensure you have a risk-free shopping experience.

1. 30-Day Satisfaction Guarantee

We provide a 30-day satisfaction guarantee on all physical items purchased directly from safepetstrap.com. You have 30 calendar days from the date your tracking number reports delivery to inspect and test the products. If for any reason you are not completely satisfied with your purchase, you may initiate a return request.

To be eligible for a standard return, your item must be in clean, resaleable condition, free from excessive pet hair, chew marks, scratches, or wear. It must also be returned in its original packaging whenever possible.

2. Promotional "FREE + Shipping" Offers

For promotional "FREE" offers (where the product price is $0.00 and the customer pays a flat-rate shipping and handling fee of $9.95 per item), please note the following policies:

  • Non-Refundable Shipping: The shipping, processing, and handling fees of $9.95 are non-refundable. This fee represents the actual, immediate costs incurred for warehouse priority packing, container packing, fulfillment logistics, and direct carrier postage.
  • Defect Guarantee: If a promotional item arrives damaged, defective, or incorrect, we will ship a replacement item free of charge. You do not need to pay a shipping fee for replacement packages.
  • Returns for Refund: If you wish to return a promotional free item for a refund of shipping, please note that we are unable to refund shipping charges.

3. Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon arrival. If your product is defective, damaged during transit, or if you receive the wrong product, please contact us at support@safepetstrap.com within 72 hours of delivery. To process a replacement claim:

  1. Email us with your Order Number (e.g. #SP12345).
  2. Attach a clear photograph or video showing the defect, damage, or incorrect item.
  3. Once verified by our customer care team, we will dispatch a replacement item at zero additional cost to you.

4. Custom and Personalization Returns

For custom laser-engraved items (such as our Personalized ID Tags containing dog names and phone numbers):

  • Because these products are custom made to your specifications, we cannot accept returns or offer refunds for customer-entry typos (e.g. misspelling your dog's name or entering the wrong phone number).
  • Please double-check all personalization inputs before submitting your order.
  • If we make an error in the laser engraving that deviates from your order details, we will issue a replacement tag free of charge.

5. Return Instructions & Process

Please follow this step-by-step process to return an eligible item:

  1. Contact Support: Email our team at support@safepetstrap.com. Include your full name, order number, and description of the items you wish to return.
  2. Receive Authorization: Once approved, we will email you a Return Merchandise Authorization (RMA) number and the correct return warehouse shipping address.
  3. Pack Your Return: Securely wrap the product in its packaging, and write the RMA number clearly on the outside of the package.
  4. Ship the Package: Customers are responsible for paying the shipping costs for returning items. We highly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

WARNING: Do not send returns back to the shipping address on the original postage label or to our business address without an approved RMA number. Packages returned without a valid RMA number will be rejected by our receiving team and cannot be refunded.

6. Refund Timeline and Processing

Once your return is received and inspected at our warehouse, we will send you an email notification confirming receipt. We will also notify you of the approval or rejection of your refund based on the condition of the returned item.

If approved, your refund will be processed immediately, and a credit will automatically be applied to your original credit card or method of payment. Please note that banks and credit card companies typically take 5 to 10 business days to post refunds to your account statement.