We offer a 30-day money back guarantee on most items purchased from neopetsshop.com. All items that do not qualify for our 30-day money back guarantee will have special messaging on their individual product pages. Please note that this includes all personalized items as they have been customized to your specific desires and they are not available for resale. You can reach our customer service team here. Our customer support team is available Monday through Friday 9:00am – 5pm EST. If you submit a return form on a weekend day, our customer service team will contact you the following Monday.
Merchandise cannot be returned if personalized, used, washed or worn.
Due to limitations surrounding COVID-19 restrictions, please allow 5-7 weeks for processing your returns during this time.
Receiving Credit on Your Return
We will process your refund as soon as we receive the returned product(s) at the address provided by our Customer Support team. Be advised that you will only be refunded for the product(s) returned as we will be providing you with a prepaid shipping label. The number of days the credit will take to post will depend on your financial institution’s policy regarding credits.
If the purchase was made via PayPal then the refund will return to the PayPal account used to purchase. This will appear as credit in your PayPal account which you can use to make a purchase, or request to withdraw from PayPal to your bank account. Login to your PayPal account to get started.
We currently do not offer exchanges. But please feel free to contact our customer service team and a customer service representative will be in contact with you shortly to make things right.
Take a picture of the damaged area(s) and send them to firstname.lastname@example.org, and please include your order number. Pictures are required to process a damaged return. A customer service representative will contact you with further instructions once the form has been submitted.