Returns

We want you to love our products as much as we do, but understand that sometimes a product doesn’t work out. You may return or exchange a product within 30 days of receiving your order as long as the product meets our return policy standards.

Please review which products are ineligible for return prior to returning your P.L.A.Y. item. Any return that does not meet our return policy standards will not be refunded.

Return Policy

You may return your unused P.L.A.Y. product within 30 days of receiving your order.

Please note that original shipping charges are non-refundable and customers are responsible for all return shipping costs. Return shipping costs can vary widely depending on type of item and shipping origin.

Refunds are always issued to a customer in the currency that they used to pay for the order. Keep in mind that currency conversion rates fluctuate, the rate at the time of the payment is often different from the rate at the time of the refund. P.L.A.Y. does not assume responsibility for said difference in amount returned due to currency fluctuation.

P.L.A.Y. does not accept returns for the following products:

• Used products (We reserve the right to determine whether an item has been used)
• Custom orders
• Products purchased from another source other than our website, www.petplay.com
• Products deemed to be in unsellable condition (We reserve the right to determine whether an item has been washed)
• If it has been 30 days since you received your product, we will not accept a return

For access to our Free Returns portal, click below.

If you did not opt for free returns at checkout, please follow the information on returns below.

Step 1: Easily return your P.L.A.Y. product by contacting our Customer Service at 1-855-300-7529 or reach us at info@petplay.com with your order number, and a photo(s) of the product(s), and they will assist you with the next steps. We recommend using an insured and traceable shipping method (USPS, UPS or FedEx) to return your order.

Alternatively, you may opt to receive a pre-paid FedEx label. If you opt for a pre-paid label, please note if you will be returning the item in the original packaging or your own packaging. If returning in your own packaging, please provide the dimensions of the box. All pre-paid labels are deducted from the final refund amount; we do receive lower pricing with our account, and are happy to pass the savings along to you.

Step 2: If you opted for a pre-paid FedEx label, all you will need to do is print it out, attach it over the original label, and either drop it off at a local FedEx, or hand it to your FedEx delivery driver. If you choose to ship with your own label, please send the return to the following address and provide the tracking number:

P.L.A.Y. Pet Lifestyle And You
246 Second Street, Unit A
San Francisco, CA 94105

Step 3: Once we receive your return and confirm that it is in re-sellable condition, we will authorize a refund to your original form of payment. Please allow 3-5 business days for the refund to be processed.

For Returns Due to Manufacturing Defect or Damage During Transit

Please call Customer Service at 1-855-300-7529 or email info@petplay.com within 48 hours of receiving your products. In these cases, P.L.A.Y. will pay for the return shipping charges.

Exchanges and Replacements

At this time, we do not offer exchanges on items. The best way to get a larger/smaller size would be to return the original product for a refund and repurchase the correct size. This is due to the price discrepancy between sizes, and because all payment data is secure and encrypted, so we are unable to place an additional charge for the price difference. Please reach out to our customer service team at info@petplay.com and they would be happy to assist you.

For replacements, please email us at info@petplay.com or call us at 1-855-300-7529 so we may assist you. Proof of purchase and a photo of the product must be submitted with the replacement request so we can verify the purchase. P.L.A.Y. has the right to refuse a replacement request if it appears that the product was damaged through user error.

Thanks for making P.L.A.Y. part of your lifestyle!