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Customer Support
30-Day Returns
We hope you and your pet are completely satisfied with the pet supplies you purchased from Clarelms, but you still have the right to a full refund in accordance with the law.
To protect the legal rights of Clarelms and all its customers, we have established the following refund policy for pet supplies including Pet Beds, Pet Mats, Dog Leashes, Pet Toys, and Pet Sofa Mats. Please read it carefully.
Return Period
You may apply for a return of pet supplies (including Pet Beds, Pet Mats, Dog Leashes, Pet Toys, and Pet Sofa Mats) within 30 days of receiving them.
Return Requirements
The pet supplies are undamaged, show no signs of use (e.g., no pet scratches, stains, hair residue, etc.), and meet the standards for resale.
Customers must provide clear and valid proof of purchase (e.g., order confirmation email or order number).
Goods must be returned in their original condition as received.
Return Shipping Costs
For returns or exchanges due to Clarelms's fault (such as sending the wrong product model, manufacturing defects in pet supplies—such as a broken pet bed, a malfunctioning leash clip, etc.), Clarems will cover the return shipping costs, and the customer will not be held responsible.
For returns/exchanges due to personal reasons (including but not limited to changing one's mind, choosing the wrong size/style/color of pet supplies, dissatisfaction with the appearance of the product, etc.), the customer will bear the return shipping costs.
Non-Returnable Items
Items showing signs of use (such as pet stains).
Items damaged (e.g., damage not caused by Clarelms).
Items beyond the 30-day return period.
Customized pet supplies (such as custom-sized pet beds, pet mats/sofa cushions with custom designs, etc.).
Special Note: Customized pet supplies returned due to personal reasons (such as incorrect size estimation, dislike of the design, etc.) are non-refundable. Customized items with manufacturing defects (such as damaged fabric, printing errors, etc.) rendering them unusable are eligible for return and refund, with Clarelms covering the shipping costs.
Return Process
Please send an email to our customer service team at service@clarelms.com to request a return. The email should include your order number, reason for return, and contact information.
Our customer service team will review your return request within 1-2 business days and provide you with feedback via email or phone.
If your return request is approved, we will provide you with a return address and detailed return instructions. Please pack the item carefully (we recommend using the original packaging to avoid damage during transport due to squeezing or collision) and return the item according to the return instructions.
Refund Processing Time
After receiving and confirming your return, we will process your refund within three business days. We will send you a refund confirmation email upon completion.
Refund Methods
Refunds approved by Clarelms will be returned solely to the original payment account used at checkout. Changing the refund account is not supported. Refund arrival time depends on your bank card processing speed, typically 3-7 business days, subject to actual arrival.
Exchanges
We do not currently offer direct exchanges. If you need to exchange pet supplies (e.g., changing pet bed size, pet mat color, etc.), please contact our customer service team to initiate a return process. Once the return is approved and the refund is completed, you can reorder the desired item on the platform.
Order Cancellation
If your order has not yet entered the processing stage (e.g., not yet prepared for shipment) within 24 hours of successful payment, you can apply for order cancellation.
Please send an email directly to service@clarelms.com to request order cancellation, indicating the order number and "Order Cancellation" in the email. Customer service will process your request promptly.
If the order has already been prepared for shipment or shipped, it cannot be cancelled. You can apply for a return after receiving the goods according to the refund policy above.
If you have any further questions regarding returns, refunds, or exchanges, please contact our customer service team at service@clarelms.com.
Please see our shipping policy below for shipping costs and order processing information.
Shipping area: Currently only available within the United States.
Clarelms provides free shipping on orders over $57 in the continental United States, and only charges a flat fee of $5 for orders under $57.
Processing Time: Orders will be processed and shipped within 1-3 business days (Monday to Friday).
Order Cut-off Time: Orders placed before 5:00 PM on weekdays will be processed on the same day; orders placed after the deadline will be processed the following day.
Estimated Delivery Time: 3-9 business days. We work with carriers such as UPS, FedEx, and DHL to ensure safe and timely delivery.
Estimated Delivery Time from Order Placement to Receipt: 4-12 business days.
After your order is shipped, you will receive a confirmation email with a tracking number and link to track your package.
Unforeseen Delays: Factors beyond our control, such as extreme weather or peak shipping seasons, may affect delivery.
Address Change: Please carefully confirm your shipping address before placing your order. The address cannot be changed after the order has been shipped.
Taxes: We do not charge any taxes or fees on goods. All prices displayed on our website are final prices.
If you have any further questions regarding shipping, please contact our customer service team at service@clarelms.com.
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