Returns & Exchanges

We hope you and your pet are satisfied with the product you purchased. If you are not completely satisfied with the product you received, you can apply for a return or exchange according to the following policy.

Return Period

You can apply for a return or exchange within 30 days of receiving the product.

To qualify for a return or exchange, the product must:

• Be in brand new, unused condition

• Retain the original packaging and all accessories

• Be free from man-made damage, stains, or odors

• Be accompanied by proof of purchase or order information

Products Not Eligible for Return or Exchange

The following products are not eligible for return or exchange:

• Used or man-made damaged products

• Wear, damage, or malfunction caused by the customer

• Orders exceeding the return period

Return Process

① Contact customer service to submit a return request, providing your order number and the reason for the return.

② After review and confirmation, we will provide return instructions.

③ Please follow the instructions to return the product to the designated return address.

④ After receiving and inspecting the returned goods, we will process your refund or exchange request within 3-5 business days.

Return Address

Please do not return goods without confirmation.

Return Address:

Exchange Policy

If the received goods have quality problems, are damaged in transit, or the wrong goods are received, we will arrange an exchange for you free of charge.

If you request an exchange due to personal reasons (color, size, style, etc.), the customer may need to bear the return shipping costs.

Refund Instructions

The refund will be returned to your payment account via the original payment method after the returned goods have passed inspection.

Refund processing time is typically:

• Review time: 3-5 business days

• Bank or payment platform arrival time: 5-10 business days

The specific arrival time depends on your payment institution.

Received Damaged Goods

If you receive a pet backpack, pet bed, smart litter box, smart feeder, smart water dispenser, or other product that is damaged, missing parts, or malfunctioning, please contact us within 48 hours of receiving the goods and provide relevant photos or videos as proof. We will assist you in resolving the issue as soon as possible.

Contact Us

For returns, exchanges, or inquiries, please contact our customer service team at tide@amossai.com. We will respond to your request as soon as possible during business hours.