Refund policy

Last updated: May 26, 2026

If it didn't work for you, send it back within 30 days. We'll return your money.

The 30-day window. You have 30 days from the date your order is delivered to request a return. After 30 days, we can't accept returns or issue refunds.

Condition. Items must be unused, in original packaging, and in resellable condition. For hygiene reasons, we can't accept returns on the following once they've been used: water bottles, food bowls, brushes that have touched a pet, and any item visibly soiled or showing wear.

How to start a return. Email hello@keptstore.us with your order number and a sentence about why it didn't work. We'll send a return address and instructions within two business days. Don't ship anything back before you hear from us — we won't be able to process returns sent to the wrong address.

Return shipping. You pay return shipping unless the item arrived damaged or we sent the wrong product. If it's our mistake, we cover the return label and replace the item.

Refunds. Once we receive and inspect the return, we'll refund the original payment method within 5–7 business days. Your bank may take a few additional days to post it. Original shipping charges are non-refundable unless the return was our error.

Damaged or wrong items. If your order arrives damaged or you received the wrong product, email hello@keptstore.us within 7 days of delivery with a photo. We'll make it right at no cost to you.

Lost packages. If tracking shows delivered but you don't have the package, give it 48 hours (carriers sometimes mark early), then email us. We'll work with the carrier and replace or refund if it doesn't turn up.

Final sale. Items marked "final sale" or purchased with codes greater than 30% off are non-returnable.

Contact. Email hello@keptstore.us with any return question.