Tree Wise PETS allows exchanges and returns for most products within 30 days. Please note that it may take pets some time to get used to a new bed. We are happy to discuss ways to acclimate your pet to the new bed, or you can read our suggestions in our FAQ. If your pet still does not like his/her new bed, we are happy to accept refunds under this policy. 

NOTE: This is only for items from Tree Wise PETS and does not apply to transactions through Tree Wise Designs.

To request an exchange or refund, the buyer must e-mail us at pets@treewisedesigns.com within 30 days of the confirmed delivery date as listed on the shipping tracking number. The email must include: 1) Request for either an exchange or refund; 2) Reason for the request; 3) Original order confirmation number; and 4) Contact information including name, e-mail address and physical address for the requested refund.

The Tree Wise PETS  will respond to the e-mail if an exchange or refund is approved or disapproved. Possible approval reasons include: products arrive damaged; product is not the size expected; pets will not use the pet bed (see our FAQ for suggestions about acclimating your pet to a new bed). Examples of disapproved refund/exchange requests include, but are not limited to: custom or personalized orders; toys that have been opened from their original packaging; items that are not in the original condition when the product was received. Tree Wise PETS has the right to refuse a refund or exchange request for other reasons not listed.

If an item arrives to the buyer damaged and/or is missing any parts, Tree Wise PETS will replace the missing and/or broken pieces at no cost to the buyer. In these cases, Tree Wise PETS will provide a shipping label for the buyer to use to mail any parts back to Tree Wise PETS. Tree Wise PETS will mail the replacement parts to the buyer’s address as listed on the original order.

For exchanges, the buyer is responsible for return shipping costs of the original item. The item(s) must be mailed within 7 business days of the date the exchange was approved, and shipping label must have a tracking number. Tree Wise PETS will ship the replacement item once the original is delivered to Tree Wise PETS. Items must be returned to Tree Wise PETS in the original condition they were received. Any items returned to Tree Wise PETS that have damages that were not mentioned in the original refund request (except damages incurred from shipping) may be denied an exchange. There are three different types of exchanges considered:

  • If the new requested product is the same price as the original product, the buyer must pay the return shipping and ship in the time frame listed above. Tree Wise PETS will ship the new requested item once we receive the original item in its original condition.
  • If the new requested product is more expensive than the original product, the buyer must pay the return shipping plus the cost difference of each product. Buyer must ship the product and pay the difference within 7 business days of the date that the exchange was approved. Tree Wise PETS will ship the new requested item once we receive the original item in its original condition.
  • If the new requested product is less expensive than the original product, the buyer must pay the return shipping and ship in 7 business days from the date the exchange was approved. Tree Wise PETS will ship the new item and issue the refund of the price difference once we receive the original item in its original condition.

For refunds, the buyer is responsible for return shipping of all items associated with the requested refund. The item(s) must be mailed within 7 business days of the date the refund was approved, and shipping label must have a tracking number. Tree Wise PETS will issue the refund via the original payment method once the items are delivered to Tree Wise PETS. Items must be returned to Tree Wise PETS in the original condition they were received. Any items returned to Tree Wise PETS that have damages that were not mentioned in the original refund request (except damages incurred from shipping) may be denied refunded funds.

Contact pets@treewisedesigns.com with any questions, comments or concerns about exchanges and refunds.