Thank you for choosing PINECREST MARKETPLACE LLC. We hope you are satisfied with your pet product purchase. If you have any questions regarding your order or the items, please contact our customer service team first, and we will do our best to assist you.
- Return Requests
To request a return, please contact us within 30 days of receiving the item and provide the following:
Order number;
Product name;
Reason for return;
Photos of the item or other relevant information.
After reviewing your return request, we will provide you with return instructions based on the specific circumstances.
Returns made without our prior confirmation may not be processed or refunded in a timely manner.
- Returns Due to Quality Issues
Please contact us promptly if the item has quality issues, was damaged during shipping, or differs significantly from your order.
If the issue is confirmed to be a product quality defect or a matter for which we are responsible:
PINECREST MARKETPLACE LLC will cover the return shipping costs.
We may request photos of the item, packaging, or other information to verify the issue.
- Returns Not Due to Quality Issues
If the reason for the return is not related to product quality—for example:
The item is no longer needed;
The wrong item was purchased;
Incorrect size or specifications were selected;
Change of personal preference;
Other reasons unrelated to product quality;
Provided the return meets the conditions of this policy and is requested within 30 days of receiving the item, the buyer is responsible for return shipping costs.
Original shipping charges are generally non-refundable, unless otherwise required by applicable law or if the return is due to an issue for which we are responsible.
- Conditions for Return
To ensure the item can be resold, returned items must remain in a condition suitable for resale.
Returns are generally not accepted for the following items:
Items that have already been used;
Items damaged due to use, installation, cleaning, or human error;
Items that significantly affect resale;
Items missing key accessories, packaging, or components, thereby affecting resale;
Items that are severely soiled, have strong odors, or are otherwise unfit for resale due to customer actions.
Items that have been used and are unfit for resale cannot be returned.
If there is a quality issue, we recommend contacting us first—even if the item has been unboxed or used—so we can review the situation.
- Return Inspection
Upon receipt of the returned item(s), we will inspect the condition of the product and the reason for the return.
If the item meets the refund criteria outlined in this policy, we will proceed with the refund process.
If the returned item does not meet the return criteria, we may refuse the refund or deduct an appropriate amount based on the specific circumstances.
- Refund Processing Time
Once we receive the returned item and complete the inspection, refunds for eligible orders will be issued to the original payment method within 3–5 business days.
Refunds will be credited back to the payment account used when the order was placed.
Please note that after the refund is issued, the actual time it takes for the funds to appear in your account may depend on the processing times of your bank, credit card company, or other payment provider.
- Partial Refunds
If only some items in an order meet the refund criteria, we may issue a partial refund covering only those eligible items.
The specific refund amount will be determined based on the condition of the returned items and the applicable return policy.
- Damaged or Incorrect Items
Please contact us as soon as possible if the items you receive are visibly damaged, missing, or do not match your order.
Please retain the product, its packaging, and the shipping materials to assist us in investigating any logistics or order-related issues if necessary.
If the issue is confirmed to be caused by us or occurred during shipping, we will provide a refund, a replacement, or another appropriate solution based on the specific circumstances.
- Non-Returnable Items
Unless otherwise required by applicable law, the following items may not be eligible for return:
Items that have been used and are no longer suitable for resale;
Items damaged due to improper use by the customer;
Items missing essential components;
Items with obvious damage or stains caused by the customer;
Items returned after the applicable 30-day return period has expired;
Items returned without prior authorization or confirmation.
- Legal Rights
This policy does not limit any non-waivable rights consumers may have under applicable U.S. federal, state, or local consumer protection laws.
If applicable laws impose different requirements regarding returns, refunds, or consumer rights, we will comply with those laws.
- Contact Us
To request a return or refund, or to inquire about an order, please contact us:
one: +1 774-734-2367
Customer Service Email: [email protected]
Company Address:3511 LIPAN ST
DENVER CO 80211