Centinela Feed & Pet Supplies wants every customer to feel comfortable when placing an order. This policy explains the requirements for requesting a return, reporting an order problem, exchanging an item, and receiving an approved refund.
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RETURN REQUEST PERIOD
You may submit a return request within 30 calendar days after your order is shown as delivered.
A return request must be submitted before the 30-day period expires. Requests received after this period may not be approved unless the product is covered by another applicable guarantee. -
CONDITIONS FOR AN APPROVED RETURN
To qualify for a standard return, the product must:
Be unused, unwashed, and unworn
Remain in the condition in which it was delivered
Include all original components, accessories, manuals, labels, and tags
Be placed inside its original retail packaging
Include valid proof of purchase
Products showing signs of pet use, chewing, scratching, staining, hair accumulation, odor, washing, assembly, alteration, or accidental damage may not be accepted.
We reserve the right to reject a return or reduce the refund amount when the returned product does not meet these conditions. -
REQUESTING RETURN AUTHORIZATION
Before mailing any product, contact our customer support team:
Email: service@shixyuanyausd7.com
Phone/Text: +1 (949) 732-6253
Please provide:
Your full name
Your order number
The item you wish to return
The reason for the request
Photographs or videos when the product is damaged, defective, or incorrect
After reviewing your request, we will confirm whether the return is approved and provide the applicable return instructions.
Products mailed without prior authorization may be refused, returned to the sender, or excluded from refund consideration. -
RETURN SHIPPING
Return shipping instructions will be provided after approval.
When a prepaid return label is issued by us, the label must be used within the period stated in the authorization email.
For voluntary returns involving correctly delivered and undamaged products, return transportation costs may be deducted from the refund or paid by the customer unless otherwise required by law.
We will normally cover reasonable return shipping costs when:
The wrong product was delivered
The item arrived damaged
The product has a confirmed manufacturing defect
The shipment contained an incorrect quantity
Original shipping charges are generally non-refundable unless the return results from an error made by Centinela Feed & Pet Supplies. -
DAMAGED, DEFECTIVE, OR INCORRECT ORDERS
Please examine your package shortly after delivery.
When an item arrives damaged, defective, incomplete, or different from what was ordered, contact us as soon as possible and preferably within 72 hours.
Include clear photographs of:
The affected product
The shipping carton or mailing package
The shipping label
The damaged area or defect
The contents received
Depending on the circumstances, we may offer a replacement, refund, store credit, missing component, or another appropriate solution.
Please keep the product and packaging until the claim has been reviewed. Discarding the item before receiving instructions may affect our ability to approve the request. -
PRODUCTS THAT CANNOT BE RETURNED
For health, safety, hygiene, legal, or product-integrity reasons, certain products may be excluded from return.
Non-returnable products may include:
Opened pet food, treats, supplements, or edible products
Perishable or temperature-sensitive goods
Opened grooming, dental, hygiene, cleaning, or health-related products
Used litter products, waste-management products, or training pads
Personalized, engraved, custom-made, or made-to-order products
Products exposed to pets after opening
Gift cards, digital products, and downloadable materials
Clearance or final-sale products marked as non-returnable
Hazardous, restricted, combustible, or regulated materials
Products damaged through misuse, improper storage, incorrect installation, or normal wear
A defective or incorrectly delivered product may still qualify for assistance even when its product category is normally non-returnable.
Contact us before sending back any item when you are uncertain about its eligibility. -
PET SAFETY AND PRODUCT SUITABILITY
Pet reactions, preferences, size compatibility, chewing behavior, and individual usage results may vary.
Products that have been used by or introduced to an animal generally cannot be resold and may not qualify for a standard return unless a verified defect existed when the product arrived.
Customers are responsible for selecting products appropriate for their pet’s species, breed, size, age, health condition, and behavior.
For products related to nutrition, medication, supplements, physical support, or health conditions, consult a qualified veterinarian before use. -
EXCHANGES
We do not guarantee direct product-for-product exchanges.
The most efficient exchange process is usually:
Request a return for the original eligible item
Receive approval and follow the return instructions
Place a separate order for the preferred size, model, color, or product
Placing a replacement order before the original return is completed does not guarantee that the first order will qualify for a refund. -
ORDER CANCELLATIONS
Orders begin processing shortly after checkout.
To request cancellation, contact us within 12 hours of placing your order.
We will attempt to accommodate the request, but cancellation is not guaranteed once the order has entered processing, been packaged, or been transferred to a fulfillment partner.
After shipment, an eligible order must follow the normal return process. -
EUROPEAN UNION CANCELLATION RIGHTS
Customers receiving eligible orders within the European Union may have the legal right to cancel a qualifying purchase within 14 days of delivery without providing a reason.
To exercise this right, the customer must notify us before the applicable period expires.
Returned goods must generally be:
Unused and unworn
Complete and undamaged
Returned with original packaging and labels
Accompanied by proof of purchase
Certain products may be excluded from the cooling-off right, including sealed hygiene goods that have been opened, personalized products, perishable products, and other legally exempt items.
Nothing in this policy limits mandatory consumer rights provided by applicable law. -
RETURN INSPECTION
After an authorized return reaches the designated facility, it will be inspected.
The inspection will determine whether:
The correct product was returned
All parts and accessories are included
The item meets the return conditions
The product shows signs of use, damage, contamination, or alteration
We will notify you when the return has been reviewed and inform you whether the refund is approved, adjusted, or declined. -
REFUND PROCESS
Approved refunds are sent to the original payment method used for the purchase.
Please allow up to 10 business days after refund approval for the transaction to be initiated.
Your bank, card provider, or payment platform may require additional time to display the funds in your account. These posting times are controlled by the financial institution and are outside our direct control.
Depending on the circumstances, deductions may apply for:
Non-refundable original shipping costs
Customer-responsible return shipping
Missing components or accessories
Damage or loss of value caused after delivery
Unauthorized or incomplete returns
If 15 business days have passed since receiving confirmation that your refund was issued, contact us at service@shixyuanyausd7.com. -
REFUNDS FOR UNDELIVERABLE OR REFUSED PACKAGES
Packages may be returned to the sender because of:
An incorrect or incomplete address
Multiple unsuccessful delivery attempts
Failure to collect the package
Refusal of delivery
Unpaid customs charges
When an undeliverable package is returned successfully, any approved refund may be reduced by original shipping charges, return transportation costs, customs charges, or carrier fees.
Packages refused without prior authorization are not automatically eligible for a full refund. -
RETURN LOCATION
Do not send products to our business address unless our support team specifically instructs you to do so.
Approved returns must be shipped to the return location provided in your authorization email. The correct facility may depend on the product, fulfillment partner, destination, or reason for return.
Business Contact Address:
Centinela Feed & Pet Supplies
1071 Old Irvine Blvd
Tustin, CA 92780
United States
Mailing a return to this address without written authorization may result in delays, refusal of the package, or loss of refund eligibility. -
CONTACT INFORMATION
For questions about returns, refunds, damaged products, or order eligibility, contact:
Centinela Feed & Pet Supplies
1071 Old Irvine Blvd
Tustin, CA 92780
United States
Phone/Text: +1 (949) 732-6253
Email: service@shixyuanyausd7.com
Customer Support Hours:
Monday through Friday
9:00 AM–6:00 PM Pacific Time
Please include your order number in all return-related messages so our team can review your request efficiently.