Order cancellation
All orders can be canceled until they are processed and shipped. Once the packaging and shipping process has started, it can no longer be canceled.

Your customer satisfaction is our #1 priority. We want you to fulfill orders with confidence. That’s why we proudly offer absolute satisfaction guarantees that ensure our customers will receive a purchased item on time and as described.

Our primary goal is making our customers happy, so everyone who shops with us receives the following guarantees:
  • Refund if the item is not as described or damaged;
  • Refund minus the shipping cost if you end up not wanting the product you received. You need to email us at or call us at 1-877-462-4055 to secure a Return Authorization Number (RMA) and then return the item at your expense to our warehouse and the item must be unused.
Refunds are not available under the following circumstances:
  • Your order does not arrive due to an incorrect address provided by you, the customer;
  • Your order does not arrive due to exceptional circumstances beyond our control (e.g. delayed by a natural disaster).
How do refunds, returns, and exchanges work with Tend Pet?
  • In case your order is damaged or incorrect product, you are required to submit a photo evidence within 14 days of receiving the item. This is done by emailing us at or calling us at 1-877-462-4055 to secure a Return Authorization number (RMA).  If the claim is approved, a refund or exchange will be issued.
  • If the product packaging is damaged but the product itself is intact, you must submit a claim to the shipping carrier directly.
  • Missing order: In case a package is delivered (based on tracking number update) but you claim that you did not receive the item, you must submit a claim to the shipping carrier directly.
If you experienced any of the above scenarios, you must report the issue within 14 days of receipt. Otherwise, you agree that the product is deemed delivered and satisfactory.

How do I request a refund, return, or exchange? 

In the event of a refund, return, or exchange request contact our Customer Support team via email at and include the evidence if required. After we have approved the order refund, return, or exchange, we will issue you a Return Authorization Number (RMA).  The product must be returned to our warehouse at the following address: 2150 Trawood Dr. Suite A271, El Paso, TX 79935. You must return the product and provide a tracking number. Once the tracking number has been provided (or once we have received the returned product), a replacement product will be shipped or a refund minus the shipping cost will be credited back to the card or original method of payment on file. In order for Tend Pet to ship a replacement product or process a refund for damaged or incorrect product we require a tracking number for the item returned.