Refund policy

Thank you for shopping with hhtluo.shop. We take great pride in the craftsmanship and comfort of our plush pet beds, mats, and cushions. To ensure a transparent shopping experience, please read our Return & Refund Policy carefully before making a purchase.

1. Return Window
We accept return requests within 30 days after the order has been delivered to you.

2. Return Condition
To be eligible for a return, your item must strictly meet the following conditions:

Brand new, unused, and unwashed.

Returned with original packaging, including protective bags and boxes.

Absolutely free from stains, hair, scratches, or tears.

Accompanied by proof of purchase, such as your order number.

3. Return Eligibility
You may request a return if:

You received the wrong item (different style, size, or color).

The item arrived damaged or defective (e.g., torn fabric, broken seams, or zipper issues).

You changed your mind or the item does not suit your needs.
Note: Please contact us before shipping any item back. Returns sent without prior approval will not be accepted.

4. Non-Returnable Items
Due to the nature of pet products, the following items are strictly NOT eligible for return:

Used, washed, or hair-covered items.

Items with damaged packaging that compromises product protection.

Items damaged by the customer due to misuse or improper handling (e.g., chewed by pets).

Final sale items, clearly marked as final sale on the product page.

5. How to Start a Return
To request a return, please contact our customer service team:

Email: service@hhtluo.shop

Phone: +12057456894

Please include the following information:

Your order number.

The email address used to place the order.

The item style, size, and color you want to return.

The reason for the return.

If the item is damaged/defective: Please provide clear photos of the damaged area AND the outer packaging/shipping label.

After reviewing your request and photos, we will provide you with the return instructions. Please do not send your return to any address before receiving approval from us.

6. Return Shipping Cost & Liability

For damaged, defective, or incorrect items: hhtluo.shop will cover the return shipping cost after we confirm the issue with your provided photos.

For non-defective returns (including change of mind, or not liking the item): Customers are responsible for paying the return shipping cost. We do not offer free return labels for these cases. We recommend using a trackable shipping service for your own protection.

Shipping Fees: Original shipping fees ($15.00 flat rate) are non-refundable unless the return is caused by our error (wrong/damaged item). If your order qualified for free shipping (orders over $200.00), a $15.00 shipping fee will be deducted from your refund upon return.

7. Shipping Policy Overview

Orders are shipped to the United States only.

Standard Shipping: $15.00 USD (Flat rate per order).

Free Shipping: Automatically applied to all orders with a total purchase value of $200.00 USD or more (before taxes and discounts).

Estimated Delivery Time: 5-10 business days (shipped from our facility in China).

8. Return Address (U.S.)
Important: Please contact our support team first for a return authorization. Do not ship returns without prior approval.

U.S. Return Address (for approved returns only):
hhtluo.shop Returns
105 Vulcan Road, Ste 221
Birmingham, AL 35209
United States

(Note: Please use a trackable shipping service for returns. Return shipping costs are the customer's responsibility unless the item is defective or incorrect.)

9. Refunds
Once we receive and thoroughly inspect your returned item, we will notify you whether your refund has been approved. If approved, your refund will be processed to your original payment method within 10 business days after our inspection. Please note that your bank or credit card provider may take an additional 3-5 business days to reflect the refund in your account.

10. Exchanges
If you need a different color, size, or style, we recommend placing a new order directly on our website for faster delivery. If you need help with any questions before reordering, please email us at service@hhtluo.shop.

11. Damaged, Defective, or Incorrect Items (Important for Plush Products)
Please inspect your item immediately upon delivery. As our products are plush and filled, accidental damage (such as seam tears or zipper breaks) may occasionally occur during long-distance shipping. If you receive a damaged, defective, or incorrect item, please notify us within 7 days of delivery at service@hhtluo.shop.

Please include:

Your order number.

Clear, close-up photos of the damaged area.

Photos of the outer packaging box and shipping label (to prove shipping-related damage).

We will resolve the issue promptly (e.g., arrange a replacement or full refund). For damaged or defective items, you do not need to return them to us; we will process the issue based on your provided photos.

12. Order Cancellation
If you need to cancel an order, please contact us immediately at service@hhtluo.shop. If the order has not yet been processed or packed, we will cancel it and issue a full refund. If the order has already been shipped, it cannot be canceled. Please follow our Return Policy to initiate a return upon receiving your item.

13. Size and Color Disclaimer
We strive to display our products as accurately as possible. However, due to differences in screen monitors and the natural filling process of plush materials, actual colors, plush thickness, and sizes may slightly vary from the photos. Additionally, due to vacuum compression for shipping, the bed may require 24-48 hours to fully fluff up. These natural manufacturing characteristics and compression behaviors are not considered defects and are not eligible for returns.

14. Contact Us
If you have any questions about our policies, your order, or our products, please reach out to us:

hhtluo.shop Customer Service

Email: service@hhtluo.shop

Phone: +12057456894

U.S. Office Address (for communication only):
105 Vulcan Road, Ste 221
Birmingham, AL 35209
United States

(We currently serve customers in the United States only.)

China Fulfillment Center / Origin (for reference):
Unit 10, Building 6, Yintianfan, Lianhuashan Community, Baiyun Subdistrict, Dongyang City, Jinhua City, Zhejiang Province, 322100, China