Return and Refund Policy
At Zaltora LLC, we are committed to providing high-quality pet housing products and a reliable shopping experience. We understand that occasionally a product may not meet your expectations. This Return and Refund Policy explains how returns, refunds, and related requests are handled on our website.
30-Day Return Window
You have 30 calendar days from the date your order is delivered to request a return. If more than 30 days have passed since delivery, we are unable to offer a refund or exchange.
Eligibility for Returns
To qualify for a return, the product must be unused, in the same condition as received, and returned in its original packaging. Proof of purchase, such as your order number or receipt, is required. Products that show signs of use, damage caused by misuse, or are returned without original packaging may not be eligible for a refund.
How to Initiate a Return
To request a return, please contact our customer support team during business hours, Monday through Friday from 9AM to 5PM EST. When contacting us, include your order number and the reason for the return. Our team will provide detailed instructions on how to proceed once your return request is approved.
Email: support@zaltora.com
Phone: +1 270-710-6019
Return Shipping
Zaltora LLC covers the cost of return shipping for eligible returns. Once your return request is approved, a prepaid return shipping label will be sent to you via email. Please ensure the item is securely packaged in its original packaging and returned using the provided label.
No Restocking Fees
We do not charge restocking fees for approved and eligible returns.
Refunds
After we receive and inspect your returned item, we will notify you via email regarding the approval or rejection of your refund. If approved, your refund will be issued to the original payment method within 5–7 business days, depending on your payment provider. Please note that processing times may vary by bank or payment service.
Damaged or Defective Items
All products are inspected before shipment. If your item arrives damaged or defective, please contact us within 72 hours of delivery. Include your order number and clear photos of the issue so we can assist you promptly. In such cases, we will arrange a replacement or a full refund at no additional cost.
Exchanges
The fastest way to receive a different product is to return the original item for a refund and place a new order once the return has been processed.
Order Cancellation
If you wish to cancel an order, please contact us as soon as possible. Orders that have not yet entered the shipping process may be canceled. Once an order has shipped, it cannot be canceled but may be returned in accordance with this policy after delivery.
Payment Information
We accept secure third-party payment methods, including buy-now-pay-later services such as Klarna or similar providers. Available payment options are displayed at checkout.
Contact Us
If you have any questions about this Return and Refund Policy, please contact us:
Zaltora LLC
Email: support@zaltora.com
Phone: +1 270-710-6019
Address: 207 Professional Park Dr, Kentucky 42141, United States
Customer Service Hours: Monday–Friday, 9AM–5PM EST
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