Return, Refund, and Exchange Policy

We like to keep things simple. Our refund and exchange policy is no exception.

Returns -

We accept full or partial order returns, for any reason, within 30 days of purchase. This includes items that have been opened or used! We do ask that you contact us prior to making a return, so that we can provide you with a prepaid shipping label and make sure the return arrives at the correct place. Once a return is received, we'll issue your full refund for the returned items within 1 business day (Note: it may take longer than one day for the refund to post to your payment account, but that timing isn't set by us).

To arrange a return, please email us at info@basispet.com. Include your order number and/or the last name associated with the billing address, as well as a brief summary of what items you'd like to return. We'll respond within 1 business day.

If you do decide to arrange the return on your own, please note that we won't be able to provide a credit for any shipping charges you incur (we can only refund you up to your original order total). We also cannot be responsible for packages that are lost, stolen, or mis-delivered, if you arrange your own return.

We cannot help arrange your return or provide a refund without first locating your original order. This includes orders that may have been placed by family or friends and in cases where items were given as gifts. To locate your order, we'll need either the order number or the last name associated with the order's billing address.

Exchanges -

We appreciate that buying online can be tough. If after receiving your order you feel as though you'd prefer a different size or color or whatever, we'll be happy to help. We accept exchanges for up to 30 days after your original purchase.

To coordinate an exchange, simply email us at info@basispet.com. Please include your original order number and/or the last name associated with the order's billing address, as well as a brief description of what you'd like to exchange. We'll get back to you within 1 business day.

Late or missing refunds (if applicable) -

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. The amount of time is determined by your bank or credit card company, not by us, so it's important to check with them. If you’ve done all of this and you still have not received your refund, please contact us at info@basispet.com. Please include your order number and/or the last name associated with the billing address.