Clearly Loved Pets Return Policy

(Updated 3/24/2026)

We want you to feel confident shopping with Clearly Loved Pets. If something is not right with your order, we are here to help.

We accept returns on eligible items within 30 days of delivery, provided the items are unused, clean, and returned in original packaging. Because some of our larger products are expensive to ship, certain oversized items are subject to a return fee if returned. Our made-to-order vinyl mats also have separate return terms, which are outlined below.

If you need to start a return, please email us at info@clearlylovedpets.com.

Quick summary

  • Returns are accepted within 30 days of delivery on eligible items.
  • Returned items must be new, unused, clean, and in original packaging.
  • Certain oversized or heavy items are subject to a 10% return fee.
  • Made-to-order vinyl mats are subject to a 15% restocking fee if returned.
  • International customers are responsible for all return shipping costs, duties, and taxes.
  • Original shipping charges, if any, are non-refundable unless the return is due to our error.

Returns for oversized items

Because of the high cost of shipping larger items, returns for the following products are subject to a 10% return fee, deducted from the refund amount after the item is received and inspected:

  • 36" Lucidium Pens
  • 27" Lucidium Pens
  • 36" (2ft) Add-On Kits
  • 27" (2ft) Add-On Kits
  • 36" (1ft) Add-On Kits
  • 27" Door Assembly
  • 36" Door Assembly

This fee helps offset a portion of the rising cost of return shipping and handling for large items. It does not fully cover our actual return expense, but it allows us to avoid increasing prices across the board for all customers.

We strongly encourage customers to review dimensions carefully before ordering. Many returns on larger items are made on unopened packages simply because the selected size was not the right fit for the space or the pet. We are happy to answer any questions you have and also invite you to visit our FAQ page for help.

Please take a moment to measure before you order.

 

Vinyl mats: production, cancellation, and returns

Our vinyl mats are made to order and have different terms from our stocked products.

Production typically takes about 7 business days before shipment, followed by transit time of about 2–5 business days, depending on destination. During busy periods, production may take longer.

Vinyl Mat Cancellations

Mat orders are sent to production shortly after they are placed. If you need to cancel, please contact us within 48 hours of ordering.

  • Cancellations requested within 48 hours: no charge
  • Cancellations requested after 48 hours: 15% cancellation fee
  • If production is delayed by more than 15 days, you may cancel at no cost

Vinyl Mat Returns

Vinyl mats may be returned only if they are unopened and the sealed sleeve around the mat remains unbroken. Because these items are made to order, unopened mat returns are subject to a 15% restocking fee.

 

General

Eligible return conditions

To be eligible for a refund, returned items must meet all of the following conditions:

  • Items must be returned within 30 days of delivery
  • Items must be unused (For pens, this means never assembled)
  • Items must be new and clean
  • Items must be free of pet hair, odors, staining, damage, or chew marks
  • Any original product tags must still be attached
  • Products must be returned in the original packaging

For pens specifically:

  • Pens must be unassembled
  • The protective film must still be in place on all acrylic panels
  • Packaging must be the same as received

We do not accept returns on used items or pens or add-on kits that have been assembled.

All returned items are inspected upon arrival. We reserve the right to determine whether an item shows signs of use, washing, damage, or handling that makes it ineligible for a refund.

Pet toys

We do not accept returns for pet toys unless they are returned unopened and in original packaging.

 

Return shipping

U.S. returns

For eligible U.S. returns, we will provide the return shipping label. If you return an item using your own label, we do not refund that shipping cost.

International returns

International customers are responsible for all return costs and arrangements, including:

  • return shipping
  • duties
  • taxes
  • any carrier fees

Original shipping, duties, and taxes are non-refundable for international returns.

Refunds

Refunds are issued to the original payment method after the returned item has been received and inspected.

Please allow 3–5 business days for refund processing after item(s) have been returned.

Any applicable return fee, cancellation fee, or restocking fee will be deducted from the refund amount.

Exchanges

We do not offer exchanges.

If you would like a different size, style, or item, please place a new order. Once your return is received and approved, we will process your refund according to the policy above.

Non-refundable shipping charges

For items that were not sent with free shipping, original shipping charges are non-refundable unless the return is due to our error.

If there is a problem with your order

If your item arrives damaged, incorrect, or there is a warranty issue, please contact us right away so we can help.

For warranty-related issues, please see our Warranty page.