Received a damaged product? We apologize for the inconvenience. You can return the damaged item by bringing it to any Urban Pet Play store or contacting our customer service for instructions on mailing it back. Please provide a detailed description of the damage and, if possible, attach images to facilitate a quicker resolution. We're dedicated to swiftly addressing any issues to keep your pet's needs uninterrupted.

Absolutely! If you prefer an exchange over a return, Urban Pet Play offers exchanges on items within 30 days of purchase. Whether it's a pet accessory that didn't fit or a toy your pet didn't fancy, drop by our pet shop to explore alternative options. Just ensure you have your original receipt and that the product is unused and in original packaging.

While having your receipt makes the process smoother, Urban Pet Play understands that things can get misplaced. For purchases made with a card, we might be able to trace the transaction using your payment details. However, if no proof of purchase is available, returns or exchanges may be limited to store credit at the discretion of the store manager.

Refunds for eligible returns will be processed using the same method of payment used for the original purchase. If you paid by card, please allow 5-7 business days for the refund to reflect in your account. For cash purchases, refunds will be provided in cash.

Certain items are non-returnable due to health and safety reasons. These include opened packages of pet food, custom orders, and personalized pet items. If you have questions about the returnability of a specific product, our friendly staff at Urban Pet Play are always ready to assist.