Refund policy

EnrichCove Return & Refund Policy

We carefully curate every product and want you to love what you receive. If something isn't quite right, here's how we handle returns.

Return Windows by Category

We've set different return windows based on the nature of each product category. This helps us maintain quality and keep prices fair for everyone.

🐾 Training & Enrichment  |  🦎 Specialist Gear (reptile, exotic & small-pet)  |  🚨 Pet Emergency Prep

  • 30 days from delivery date
  • Must be unused and in original packaging
  • Original tags and seals must be intact

📱 Smart Pet Tech

  • 14 days from delivery date
  • For defects, malfunctions, or shipping damage only
  • Please contact us first with photos or a short video showing the issue
  • We'll troubleshoot before initiating a return when possible

Items We Cannot Accept for Return

For hygiene, safety, and product integrity reasons, the following items are final sale:

  • Consumables (treats, supplements, food items)
  • Used lick mats, snuffle mats, puzzle feeders, or any item that has been used by a pet
  • Opened reptile feeding supplies or live food packaging
  • Used emergency kits with opened sterile components
  • Custom or personalized items
  • Items marked "Final Sale" at the time of purchase

How to Start a Return

  1. Email us at hello@enrichcove.com within your return window
  2. Include: your order number, the item(s) you want to return, reason for return, and photos if the item is defective or damaged
  3. We'll respond within 1–2 business days with return instructions and a return address

Please do not send items back without contacting us first — returns without prior authorization may not be accepted.

Return Shipping Costs

  • Defective, damaged, or wrong item sent: EnrichCove covers return shipping
  • Change of mind or no longer needed: Customer pays return shipping
  • Item doesn't fit your pet: Customer pays return shipping

For change-of-mind returns, we recommend using a trackable shipping method, as we cannot be responsible for items lost in return transit.

Refund Processing

  • Refunds are processed within 5–7 business days after we receive and inspect the returned item
  • Refunds go back to your original payment method
  • You'll receive an email confirmation once your refund has been issued
  • Depending on your bank, it may take an additional 3–10 business days for the refund to appear on your statement

Damaged on Arrival?

If your item arrives damaged, don't worry about returning it.

Simply email hello@enrichcove.com within 48 hours of delivery with your order number and photos of the damaged item and packaging. We'll send a replacement or issue a refund immediately — whichever you prefer. No return shipment needed.

Wrong Item Received?

If we sent you the wrong item by mistake, that's on us. Email us with your order number and a photo of what you received, and we'll send the correct item right away (no return needed for low-value items, or we'll provide a prepaid return label).

Exchanges

We don't currently process direct exchanges. If you'd like a different size, color, or product, please return the original item for a refund and place a new order.

Questions?

We're here to help. Email hello@enrichcove.com and we'll reply within 1–2 business days.