Refund policy

Returns & Refunds

You have 30 days from delivery to request a return. If your pet isn't into it, or the product isn't what you expected, we'll refund it.

What can be returned
Items should be in resalable condition with all included components and, where possible, the original packaging. We understand a curious dog may have already inspected the box — light handling is fine. Items showing clear signs of heavy use, damage, or with missing parts are not eligible.

How to start a return
Email us at contact@starvixusa.com with your order number and the reason for return. We'll confirm and send return instructions. Please request a return before sending anything back — packages returned without prior approval can't be processed, because we have no way to match them to an order.

Who pays return shipping
• Changed your mind, or it wasn't the right fit? You cover return shipping. We recommend a trackable service, as we can't refund items that don't reach us.
• Damaged, defective, or we sent the wrong item? We cover it entirely — we'll email a prepaid label, or simply send a replacement.

Original shipping charges, where they applied, are not refunded on change-of-mind returns.

Damaged or incorrect orders
Contact us within 7 days of delivery with a photo and we'll replace it at no cost. No return shipping needed.

Refund timing
Once your return arrives and is inspected, we'll email to confirm. Approved refunds go to the original payment method within 3–5 business days. Your bank may take a few days more to display it.

Exchanges
Fastest route is to return the original and place a new order, so you're not waiting on the return to clear.

Non-returnable items
Gift cards and any item marked final sale.

Return address
We'll confirm the correct return address when we approve your return. Please don't ship anything back before receiving that confirmation.

Questions: contact@starvixusa.com. We reply within 1 business day.