Refund policy

Last updated: October 11, 2026

We want you and your dog to be happy with your purchase. This policy explains in detail which items can be returned, which cannot, how the process works and when you will receive your money. Please read it before sending anything back.

1. Summary

You have 30 days from the delivery date to request a return or exchange.
Returns are handled in two ways: customer-reason returns and product-problem returns.
Refunds go to your original payment method.
We do not charge restocking fees for returns or exchanges.
Every return needs an approved return request first.

2. Return Window

You may request a return or exchange within 30 days of the delivery date shown by the carrier's tracking information. Requests made after 30 days are not eligible for a refund or exchange. The return window is counted in calendar days.

3. Type A: Returns Due to Customer Reasons

This applies when the product is as described and in working condition, but you no longer want it. Examples:

You changed your mind or no longer need the product
You ordered the wrong item or color
The size is not suitable for your dog
Your dog is not interested in the toy
You found a different product you prefer

What applies:

The customer pays the return shipping cost.
The item must meet the eligibility requirements in Section 5.
The refund covers the item price and the sales tax paid on that item. Because shipping on the original order was free, no shipping amount is refunded.
If your order had several items and you return only some of them, only the returned items (and their sales tax) are refunded.

4. Type B: Returns Due to a Problem With the Product

This applies when the item you received is:

Damaged on arrival, including damage from shipping
Defective, meaning it does not work as intended because of how it was made
Incomplete, with parts or accessories missing
Incorrect, meaning it is not the item or color you ordered
Not as described on the product page, such as a different size or material

What applies:

Email us within 30 days of delivery with your order number and clear photos of the product, the packaging and the shipping label. A short video is welcome for defects.
We pay the return shipping cost, if a return is needed. In some cases we may ask you to keep the item or may not require a return.
You can choose a replacement (if in stock) or a full refund, including the sales tax paid.
The item may be opened or briefly tested and is still eligible, as long as the problem was present when it arrived.
We may ask for additional photos or details to confirm the issue. We respond within 2 business days.

5. Items Eligible for a Customer-Reason Return

An item can be returned for a customer reason if all of the following are true:

The return is requested within 30 days of the delivery date.
The item is unused and in the same condition as you received it.
The item is clean, with no food residue, odor, saliva, pet hair or dirt.
The item has no chew marks, bite damage, scratches, cracks or other damage.
All parts, accessories and removable pieces are included.
The item is in its original packaging, with any inserts, or in equivalent protective packaging.
You can give us the order number or other proof of purchase.
The return request was approved by us before shipping.

6. Items Not Eligible for Return or Refund

The following are not eligible for a refund or exchange:

Items returned more than 30 days after the delivery date
Items used by a pet that show food residue, odor, saliva, pet hair or dirt
Items with chew marks, bite damage, scratches, cracks or breakage caused by use
Items damaged by misuse, accidents, improper cleaning (for example, soaking a model that is not water resistant), modification or normal wear and tear
Items with missing parts, accessories or packaging, unless the item was received incomplete
Items marked "Final Sale" on the product page
Items shipped back without an approved return request
Items that were not purchased from this website
Items returned to the wrong address, including the registered business address in China, which may not be processed

Items that do not meet the eligibility requirements are not eligible for a refund and will be returned to the buyer. If this happens, we will email you with the reason and the details before sending the item back, and we will return it at no additional charge to you.

7. How to Return an Item: Step by Step

Contact us. Email service@aluckmao.shop with your order number, the item you want to return, the reason and, for product problems, photos.
Receive a decision. We reply within 2 business days. If your request is approved, we email you the return instructions and the US return address. For product-problem returns, we also send a prepaid return label or confirm how we will reimburse your shipping cost.
Pack the item. Place the item and all its parts in the original packaging or in a sturdy box with protective padding. Include a note with your name and order number.
Ship it back. Send the package within 14 days of approval, using a trackable shipping service. Keep your tracking number and receipt until the refund is complete. We cannot be responsible for packages lost on the way back to us when no tracking was used.
Inspection. After the package arrives, we inspect the item within 3 business days and email you the result.
Refund or replacement. If the return is approved, we issue your refund within 5 business days of the inspection, or ship your replacement.

8. Refunds

Refund method: approved refunds are issued to your original payment method. We cannot refund to a different card or account.
Refund timing: we issue the refund within 5 business days after we receive and inspect your returned item. For items we do not require back, the refund is issued within 5 business days of approval.
Bank processing time: due to bank processing times, it may take 5 to 10 business days for the refund to appear on your statement.
Confirmation: you will receive an email when the refund has been issued.
What is refunded: the item price and the sales tax paid on that item. For product-problem returns, we also reimburse approved return shipping costs.

If you have not received your refund 10 business days after our confirmation email, please check with your bank or card issuer first, as they control posting times. If it still has not appeared, email us with your order number and we will help trace it.

9. Exchanges

You may exchange an item for the same product in a different color or for another product, subject to availability.
The process is the same as for returns: contact us first and wait for approval.
If the new item costs more, we will ask you to pay the difference at the time of the exchange. If it costs less, we will refund the difference to your original payment method.
For customer-reason exchanges, the customer pays the return shipping. For product-problem exchanges, we pay the return shipping.
The replacement item ships free of charge within the contiguous United States.
Exchanges must meet the same eligibility requirements as returns, and there are no restocking fees.
If the item you want is out of stock, we will offer a refund instead.

10. No Restocking Fees

We do not charge restocking fees on returns or exchanges, for customer-reason or product-problem cases.

11. Order Cancellations

Orders that have not yet shipped can be cancelled and fully refunded. Contact us as soon as possible with your order number. Orders that have shipped can be returned after delivery under this policy. See our Shipping Policy.

12. Damaged, Lost or Delayed Packages

Packages that are damaged, lost or significantly delayed in transit are covered under our Shipping Policy. If a package arrives damaged, please follow the steps for a product-problem return above.

13. Gifts

If the item was a gift, the return is processed for the person who made the purchase, and the refund goes to the original payment method. Please ask the purchaser to contact us.

14. Returns Without a Return Request

Please do not send items to us without an approved return request. Packages sent without approval may be delayed, may not be traceable to your order and may not be processed. We will make a reasonable effort to contact you if we receive one.