Last Updated: July 21, 2026
At Surprise Pawty, we want you to feel comfortable when purchasing products for your pet. This policy explains when an item may be returned, how to submit a request, and what to expect during the refund process.
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Return Request Period
You may request a return within 30 days from the date your order is delivered.
To qualify, the product must:
Remain unused, unworn, and undamaged
Be returned in the condition in which it was received
Include all original tags, manuals, accessories, and components
Be placed inside its original packaging
Include valid proof of purchase
Products showing signs of use, pet hair, stains, odors, washing, chewing, scratching, modification, or accidental damage may not be accepted. -
Requesting a Return
Before sending anything back, contact our customer support team:
Email: service@xyuanaus5.com
Phone: +1 (626) 219-2889
Please provide:
Your order number
The name and email address used for the purchase
The product you wish to return
The reason for the request
Photos of the item when damage, defects, or incorrect delivery are involved
Our team will review your request and provide return instructions when it is approved.
Do not mail a product to us without prior authorization. Packages returned without approval may be refused, delayed, or sent back to the sender. -
Return Shipping
When a return is approved, we will explain where and how the product should be sent.
A prepaid shipping label may be provided when the return is caused by:
A defective product
Damage that occurred during transportation
An incorrect item sent by Surprise Pawty
For returns based on preference, size selection, duplicate purchases, or a change of mind, the customer may be responsible for return shipping costs.
Original shipping charges are generally non-refundable unless the order arrived defective, damaged, or incorrect. -
Damaged, Defective, or Incorrect Products
Please examine your package shortly after delivery.
If the product is damaged, defective, incomplete, or different from what you ordered, contact us as soon as possible and preferably within 72 hours of delivery.
Include clear photographs of:
The product
The damaged or incorrect area
The packaging and shipping label
Once the issue has been reviewed, we may offer a replacement, refund, store credit, or another suitable resolution. -
Products That Cannot Be Returned
For health, hygiene, safety, or product-specific reasons, certain items may be excluded from returns.
Non-returnable products may include:
Opened grooming or hygiene products
Used feeding or drinking products
Pet clothing, bedding, or accessories showing signs of use
Personalized, engraved, or custom-made products
Perishable items, pet food, treats, plants, or similar goods
Hazardous, flammable, or restricted materials
Gift cards
Final-sale or clearance items identified as non-returnable
Products damaged through misuse, improper care, or normal wear
Contact us before purchasing or returning an item if you are uncertain whether it is eligible. -
Exchanges
We do not guarantee direct exchanges because product availability can change.
The most efficient option is usually to return the original product and place a separate order for the preferred size, color, model, or replacement item after the return has been accepted.
Replacement products involving confirmed damage, defects, or fulfillment errors may be handled separately by our support team. -
Order Cancellations
Orders are prepared shortly after they are submitted.
To request a cancellation, contact us within 12 hours of placing the order.
We will attempt to stop fulfillment, but cancellations are not guaranteed after an order has entered processing, packaging, or shipment.
Once dispatched, the order must be handled under the standard return procedure. -
European Union Cancellation Rights
Customers receiving an eligible order within the European Union may have the right to withdraw from the purchase within 14 days of delivery without providing a specific reason.
Returned products must remain unused, unworn, complete, and in their original packaging. Proof of purchase is required.
Certain exceptions may apply to personalized, perishable, sealed hygiene, or other legally excluded products.
This section does not reduce any additional consumer rights available under applicable local law. -
Return Inspection
After an authorized return is delivered to the designated return location, our team will inspect it.
We will check:
The condition of the product
Whether all parts and accessories are included
Whether the item matches the approved return request
Whether the return was submitted within the applicable period
You will be notified when the inspection is completed and whether the refund has been approved. -
Refund Processing
Approved refunds are issued to the original payment method used for the order.
Please allow up to 10 business days for us to process an approved refund.
Your bank, card issuer, or payment provider may require additional time before the funds appear in your account.
Shipping charges, customs fees, import duties, currency conversion charges, and other third-party costs are generally not refundable.
If more than 15 business days have passed since receiving confirmation that your refund was issued, contact:
service@xyuanaus5.com -
Partial or Reduced Refunds
A full refund may not be available when:
The product is returned with missing parts
The original packaging is heavily damaged or absent
The item shows use beyond what is necessary to inspect it
The product was damaged after delivery
The return was submitted outside the allowed period
Where permitted, the refund amount may be reduced to reflect the loss in product value. -
Refunds for Unclaimed or Refused Deliveries
Orders returned because they were refused, unclaimed, or addressed incorrectly may be refunded after the package is received and inspected.
Original shipping charges and any return-to-sender fees may be deducted from the refund unless the delivery problem was caused by Surprise Pawty. -
Return Destination
Approved products must be sent only to the return location provided by our support team.
Unless our team confirms otherwise in writing, do not send packages directly to the business address listed on our website.
Unauthorized returns may not be accepted or refunded.
Company Contact Information
Surprise Pawty
300 W Valley Blvd Ste 61
Alhambra, CA 91803
United States
Phone: +1 (626) 219-2889
Email: service@xyuanaus5.com
When contacting us about a return or refund, include your order number so we can assist you more efficiently.