Return & Exchange Policy

At Mocapet, we want you and your furry friend to be 100% happy with your purchase. Since we specialize in personalized items, please read our policy below regarding returns and exchanges.

1. Return Window

You have 30 days from the date of delivery to request a return or exchange.

2. Custom Products (Dog Collars & Tags)

Because our Custom Dog Collars and Dog Tags are uniquely made for your pet (with specific names, phone numbers, or sizes), we handle these differently than standard items:

  • Manufacturer Error: If we made a mistake on the engraving or sent the wrong size/color, we will send a 100% free replacement immediately. No need to return the original.

  • Customer Error (Wrong Size/Spelling): Since personalized items cannot be resold, we cannot offer a full refund for customer errors. However, we offer a "One-Time Correction" discount—contact us, and we will send you a replacement at 50% off the retail price.

  • Change of Mind: We do not accept returns for personalized items due to a change of mind.

3. Non-Custom Products (Dog Toys & Accessories)

Standard items like dog toys can be returned for a full refund or exchange if:

  • The item is in original, unused condition with tags and packaging.

  • The item is free of pet hair, odors, or bite marks.

  • Return Shipping: For non-defective returns, the customer is responsible for the return shipping costs.

4. Damaged or Defective Items

If your order arrives damaged during transit, please take a photo and contact us at support@mocapet.com within 48 hours of delivery. We will arrange a replacement or full refund at no extra cost to you.

5. How to Start a Return

  1. Email support@mocapet.com with your Order Number and photos of the item.

  2. Our team will respond within 1–2 business days with return instructions.

  3. Once the return is received and inspected, your refund will be processed to your original payment method within 5–7 business days.