Shipping And Returns
Shipping:
As of February 11, 2025, standard shipping is free for all US orders at and over $75 (excluding Alaska & Hawaii). If you need your item(s) faster than the standard delivery speeds, you may pay a fee for expedited shipping. We do not ship to PO Box or military addresses.
Returns will have all shipping fees deducted. We will be happy to provide you with a prepaid return label or you can ship using your own label once we receive noticed of your return request.
Orders placed Monday-Thursday before 2 PM EST will begin processing that day, excluding holidays, and will ship within 1-3 days. Orders placed after Thursday at 12 PM PST will be shipped the following week. PLEASE NOTE THAT DURING HOLIDAY, SHIPPING MAY BE DELAYED UP TO 6 DAYS. Once your order has been shipped, you will receive a notification with a tracking number.
Returns:
Email support@shayapets.com with your order number and reason for return within 14 days of delivery to request a return. We will respond as quickly as possible. See below for international returns. Returns will have all shipping and return shipping fees deducted before refunding the remaining amount. Final sale items and items discounted by more than 25% cannot be returned or exchanged. Customized items cannot be returned.
Return Policy
Eligible items must be new and in their original condition, without signs of use, damage, marks, tears, or excessive pet hair. You may check sizing with your pet, but items showing wear are not eligible for a voluntary return. If we provide a return label, hand the package to the carrier within four business days after we email it. We cannot honor a voluntary return shipped after that deadline, except where applicable law requires otherwise.
Please note that orders placed with any free shipping discounts shipping will have shipping fees deducted from return amount.
Returns due to incorrect address provided will have shipping and return costs deducted.
Voluntary return requests made more than 14 days after delivery cannot be accepted, except where applicable law requires otherwise.
Refunds
We will send you an email once your return has been received. If your return is approved, you refund will be processed within 10 business days. Please note that it may take several weeks for the credit to appear on your credit card. If for any reason your return is not accepted, we will notify you immediately via email and we will return your item(s) to the original shipping address.
International Shipping
We now offer international shipping through DHL, USPS, UPS & FEDEX.
Shipping to Canada & Mexico is $20, while everywhere else is a flat fee of $35. We offer free International Shipping on all orders over $350 (get a carrier and shipping is free). Please note we are not responsible for duties or taxes and have no control over customs. If you have any issues with customs please reach out and we will do our best to help!
International Returns
If for any reason you would like to return your Shaya purchase please email us at support@shayapets.com within 14 days of your delivery. Please put the order number and reason for return in your email. Please note that international buyers are responsible for full cost of shipping. Full cost of shipping fees will be deducted from any returns (this may be larger than $20 or $35 fee as Shaya covers rest of shipping when fulfilling international orders). We will share return address with you after you share request for return.
Warranty:
We have worked hard to create a carrier that is both functional and fashionable. That’s why our carriers are protected by a limited one-year warranty. Wear and tear are expected from our pets, but if the carrier does not perform up to expectations we’ll work hard to fix it. Chew & scratch marks, and excessive water damage are not covered under our warranty. Pets may be tempted to play with their new handbag, which is understandable – it’s very attractive! Therefore, we recommend keeping your carrier away from your pet unless in use.
More on our warranty here.