Returns Policy

Thank you for shopping with I Go Online! We want you to be completely satisfied with your purchase. If for any reason you are not satisfied, our Returns Policy allows you to return eligible items within a specified time frame for a refund or exchange. Please read the following policy carefully to understand the process and eligibility.

Eligibility for Returns

To be eligible for a return, the following conditions must be met:

1. Time Frame: You must return the item within 30 days from the date of delivery.
2. Condition: The product must be unused, unopened, and in the same condition as when you received it.
3. Original Packaging: The item must be returned in its original packaging, including all tags, labels, and accessories that came with it.
4. Proof of Purchase: A valid receipt or order confirmation must be provided as proof of purchase.

Non-Returnable Items

Unfortunately, some items are non-returnable for health and safety reasons, including but not limited to:

• Perishable goods (e.g., pet food or treats)
• Personalized or custom-made items
• Opened or used products
• Sale or clearance items (unless otherwise specified)

If you have any questions regarding whether your item is eligible for return, please contact us.

How to Return an Item

If you meet the return eligibility requirements, follow these steps:

1. Contact Us: Reach out to our customer service team at [email protected] or call us at +1 707 289 2399 to initiate your return request. Please provide your order number and a brief explanation of why you are returning the item.
2. Return Authorization: Once we receive your request, we will send you a Return Authorization (RA) number and instructions on how to return the item.
3. Pack the Item: Carefully pack the item, ensuring it is in its original condition and packaging. Include the Return Authorization number inside the package.
4. Ship the Item: You are responsible for the cost of return shipping, unless the return is due to our error (e.g., damaged or incorrect item). We recommend using a trackable shipping service to ensure your return is safely delivered to us.

Refunds and Exchanges

Once we receive and inspect the returned item, we will process your refund or exchange within 7-10 business days. The refund will be issued to the original payment method, and shipping fees are non-refundable unless we made an error in fulfilling your order.

• Exchanges: If you would like to exchange the item for a different product, please specify this when you contact us. We will assist you in selecting a suitable replacement.

Damaged or Defective Items

If you receive a damaged or defective product, please contact us immediately at [email protected] with your order details and photos of the damaged item. We will resolve the issue as quickly as possible by either issuing a refund or sending a replacement.

Contact Information

If you have any questions or need assistance with a return, please don’t hesitate to reach out to us:

• Email: [email protected]
• Phone: +1 707 289 2399

We are here to help and ensure that your shopping experience with us is easy and enjoyable.

Thank you for shopping with I Go Online! We value your business and are committed to providing high-quality pet products and excellent customer service.