Refund policy
Last Updated: August 18, 2026
At Moki Pets, your satisfaction matters most. If something isn't right, we offer a simple, hassle-free return process.
Order Cancellations You can cancel your order within 24 hours of placing it by emailing us at info@mokipets.com with your order number. After that window, we can't guarantee cancellation since your order may already be processing. Once an order has shipped, it can no longer be cancelled, but it can be returned after delivery under this policy.
30-Day Easy Returns You have 30 days from the day you receive your order to return it. To qualify, items must be:
- Unused
- In their original condition
- Returned with original packaging, tags, and accessories
Our support team is happy to walk you through the process. There are no restocking fees, ever – as long as the item is unused and returned in its original packaging.
Return Costs
- Defective or Incorrect Products: free to return if the item is wrong, damaged in transit, or defective in any way.
- Change of Mind: if you ordered the wrong item, it doesn't fit, or you simply changed your mind, you're responsible for the return shipping cost. Original shipping charges are non-refundable.
How to Return an Item
- Contact Us: Email info@mokipets.com with your order number and the reason for your return.
- Pack Your Item: Repack it securely in its original packaging, including tags and accessories.
- Send It Back: Ship your return using the instructions in your return authorization email.
Refund Process Once we receive your return, we'll inspect it to confirm it meets the criteria above. After approval, please allow up to 7 business days for your refund to be issued to your original payment method, depending on your bank or provider.
Exchanges Want a different size, color, or product instead? Email us at info@mokipets.com and we'll help set up a quick exchange.
Order Not Delivered If your order hasn't arrived within the expected window, email us at info@mokipets.com with your order number and we'll investigate with the carrier. If the package is confirmed lost, we'll issue a full refund or send a replacement at no extra cost.
Non-Returnable Items For hygiene and safety reasons, some products aren't eligible for return. These items are clearly marked as non-returnable on their product pages.
Changes to This Policy We may update this Refund Policy from time to time. Any changes will appear on this page with a revised "Last Updated" date. Continuing to use our website after changes means you accept the updated policy.
Questions? Visit our FAQ page or contact our customer service team for help.
Contact Information
Store Address: 4835 East Pacific Coast Highway, Long Beach, California 90804, United States
Store Email: info@mokipets.com
Store Phone: +1 562-603-7080
Customer Service Hours: Monday to Friday: 9:00 AM – 5:00 PM (PST)
We do our best to reply to your e-mail within 1–2 business days.