1. What is your return policy at Finch Fire LLC?
At Finch Fire LLC, we are committed to ensuring our customers are happy with their purchases. We offer a 30-day return policy. Within this period, you may return any item received, provided it is unused, still in its original packaging, and remains in the same condition as when you received it. We do not charge a restocking fee.

2. How do I initiate a return?
To start the return process, simply follow these steps:

  • Log into your Finch Fire LLC account.
  • Go to your order history and select the item you wish to return.
  • Follow the prompts to generate a return label.
  • If you encounter difficulties accessing your account, please contact our customer service for assistance.

3. What items are non-returnable?
For hygiene and safety reasons, we cannot accept returns for the following items:

  • Personal care items for pets (e.g., grooming tools, toothbrushes)
  • Edible products (e.g., treats, supplements)
  • Any items that have been used or show signs of use.

4. How should I package my return?
When returning an item, please:

  • Use the original packaging if possible.
  • If the original packaging is not available, use a sturdy box and ensure the item is well-protected with sufficient padding material.
  • Include all original accessories, manuals, and parts that came with the product.
  • Attach the return label to the outside of the package.

5. How do I return a large item?
For larger items such as pet furniture or large playsets, we will arrange for a pickup at no additional cost to you. For more details, please refer to our Shipping Policy.

6. Will I be charged for return shipping?
We believe in a hassle-free returns process. Therefore, we cover all return shipping costs for items that are not damaged or misused. If the return is due to our error (e.g., you received an incorrect item), the return shipping cost will also be on us.

7. When will I receive my refund?
Once we receive your return, we will process the refund within 3-5 business days. Depending on your payment service provider, it may take an additional 5-10 business days for the refund to appear in your account. For more information on payment methods, please refer to our Payment Methods policy.

8. What if my item is damaged or defective?
If you received a damaged item, please contact us within 48 hours of delivery through our Support Portal. We will arrange for a return and send a replacement at no extra cost to you. If the item is defective, please reach out to our customer service within the 30-day return window. We will provide a prepaid return label and either send a replacement or process a full refund, depending on your preference.

9. What if I haven’t received my refund yet?
If you haven’t received a refund within 2 weeks of our confirmation email, please:

  • Check your bank account again.
  • Contact your credit card company; it may take some time before your refund is officially posted.
  • If you’ve done the above and still have not received your refund yet, please contact our customer service.

10. What happens if the item was a gift?
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. The gift giver will not be notified of the return.

11. Are there any exceptions to the return policy?
There are a few exceptions to our return policy:

  • Bulk Orders: For orders of 5 or more of the same item, please contact our Bulk Order Department for return instructions.
  • Customized Items: Customized items (e.g., engraved pet tags) may not be eligible for return unless they are defective. Please contact our customer service for assistance.
  • Promotional Items: Items received as part of a promotion or bundle may have different return conditions. Refer to the specific terms of the promotion or contact our customer service.

12. How can I contact customer service?
For any questions or concerns about returns or refunds, please reach out to our customer service team:

Business Name: Finch Fire LLC
EIN: 99-4507241
Email: support@finchfire.com
Phone: +1 575-577-0032
Hours: Monday to Saturday, 8 AM to 5 PM EST
Address: 2112 Bridge Blvd SW, Albuquerque, NM 87105, United States

13. Will you update this policy?
Yes, we reserve the right to modify our refund policy. Any changes will be posted on this page with a revised date. We encourage you to review this policy periodically. Changes will not apply to returns in progress. For more information, read our Privacy Policy and Terms & Conditions.

Thank you for choosing Finch Fire LLC for your pet accessory needs!