Thank you for visiting our store!
At thepetpiano.us, we want you and your beloved pet to be completely satisfied with every purchase you make. If you are not entirely satisfied with the order you received, we are here to help.

This policy outlines the specific procedures and regulations regarding returns, exchanges, and refunds.

  1. Return Period: Customers may request a return within 30 days of receiving their order. If more than 30 days have passed since the date of shipment, we may be unable to offer you a refund or exchange.
  2. Return Eligibility: To be eligible for a return, items must meet the following criteria:
    1) The item must be unused and in its original condition.
    2) The item must be returned in its original packaging; all accessories and accompanying components must be returned together.
    3) Proof of purchase or an order number must be provided.
    Items that do not meet the above requirements may not be eligible for a refund.
  3. Non-Returnable Items: For safety or hygiene reasons, certain items are not eligible for return, including: used items; items that have been opened and/or tested; items damaged due to improper use; clearance items or “Final Sale” items; and gift cards. If you are unsure whether your item is eligible for return, please contact our customer service team.
  4. Damaged or Incorrect Items: If the item you received is damaged, defective, or incorrect (due to a shipping error), please contact us within 7 days of receiving the item. Please provide the following information: your order number; photos of the item; and photos of the packaging (if available). Upon review and verification, we will offer you one of the following solutions: a replacement item; or a full refund. — None of the above services will incur any additional charges.
  5. Exchanges: Currently, we offer exchanges only under the following circumstances: the item is defective; the item was damaged during transit; or an incorrect item was received (shipping error). If you wish to exchange an item for a different style or model, we recommend that you return the original item first, and then place a new order for the item you desire.
  6. Return Process: If you wish to request a return, please contact our customer service team at support@thepetpiano.us. Please provide your order number and the reason for the return. Our team will provide you with detailed return instructions and the return shipping address. When shipping the item back, please ensure that you select a shipping method that includes tracking services. We may be unable to accept items returned without prior authorization. Return Address: Room 502, Building 2, No. 177 Baxin Road, Wanjiang Subdistrict, Dongguan City, Guangdong Province, China 523007
  7. Return Shipping Costs: Unless one of the following conditions applies, return shipping costs must be borne by the customer: the item has a quality defect; the item was damaged during transit; or we shipped the incorrect item.
  8. Refunds: Once we have received and inspected your returned item, we will notify you regarding the approval or rejection of your refund request. If your request is approved, the refund will be issued back to your original payment method. Refund processing typically takes 7 business days. Please note that your bank or payment service provider may require additional time to credit the refund to your account.
  9. Contact Us: If you have any questions regarding returns or refunds, please feel free to contact us at any time.
    Dongguan Chong’ai Electronic Technology Co., Ltd.
    Tel: +86 18898465338
    Email: support@thepetpiano.us
    Address: Room 502, Building 2, No. 177 Baxin Road, Wanjiang Subdistrict, Dongguan City, Guangdong Province, China 523007
    Service Hours: Monday – Friday, 9:00 AM – 6:00 PM