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 or exchanged. 

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 and a $9 restocking fee. 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)
• Toys and Fill-a-Beds due to hygiene reasons
• 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

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  to obtain a Return Merchandise Authorization (RMA). Your RMA number must be noted on the packing slip enclosed with the returned item. Returns without an RMA number will not be accepted and will be rejected at delivery. We strongly encourage you to insure the package for loss or damages during shipping as P.L.A.Y. cannot be held responsible if either occurs.

Step 2: Once you receive your RMA instructions you can place your item in any package of your choice and ship it to the following address:

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

Notify P.L.A.Y. of the tracking number for your package by emailing us at info@petplay.com.

Step 3: Sit Back and Relax!

• 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.
• Once processed, your return will be initiated and we’ll notify you via email!

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

For exchanges and replacements, please email us at info@petplay.com or call us at 1-855-300-7529 so we may assist you.

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)
• Toys and Fill-a-Beds due to hygiene reasons
• 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).

Proof of purchase 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.

Additional Questions: Please call Customer Service at 1-855-300-7529 or reach us at info@petplay.com. We will be happy to answer your questions or address any other concerns regarding your order.

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