Refund policy

Return Policy

All sales are final due to high return shipping costs and sanitary reasons. Please measure carefully before purchasing, as our litter boxes are intentionally designed to be more spacious than standard options.

However, if you receive an item that has been damaged during shipping, please take clear photos and provide any necessary evidence within 48 hours. Contact us right away, and we will do our best to resolve the issue for you.

Email: contact@rooly.us

Exchange

Due to high shipping costs, we are unable to offer exchange at this time.

Cancellation

Orders may be cancelled before a shipping label has been printed.
If you choose to cancel, please note that the payment processing fee charged by payment provider is non-refundable.
For this reason, a processing fee will be deducted from your refund.
Once a shipping label has been created, we can no longer cancel the order.

Lost or Stolen Items

Once your shipping label is printed, you will receive a tracking number via the email address provided at checkout. It is your responsibility to track the package once it has been shipped. If the item is lost in transit, we are happy to send a replacement. However, if the package shows as delivered, we can request picture of delivery from the carriers on our end, and if we believe the picture matches your address, we will not refund or send a replacement. If you believe the address is not yours, you will need to file a claim directly with the carrier.

If you are concerned about the possibility of the package being lost or misplaced in your area, please contact us prior to placing your order. We can offer signature confirmation for an additional shipping fee to ensure secure delivery.

If you prefer to receive the item(s) at a later date, simply email us. We’d be happy to hold the item and ship it when it's most convenient for you.

Damages and Issues

Please inspect your order as soon as it arrives. If you find that the item is defective, damaged, or if you received the wrong product, contact us immediately. We will assess the situation and work to resolve the issue promptly.

International Returns

Consider the high international shipping costs, we cannot accept returns for international orders unless there is a product defect/damage upon arrival. Please contact us with picture profs if that is the case and we will be happy to send a replacement.

Refund

Under special circumstances, a refund may be considered on a case-by-case basis. We will notify you once your request has been reviewed and whether it has been approved.

If approved, the refund will be issued to your original payment method. Please note that original shipping charges are non-refundable and we do not cover any return shipping costs.

Please note that it may take up to 10 business days for your bank or credit card provider to process and post the refund to your account.