Returns and refunds

Last updated September 11, 2026

The short version. Thirty days from delivery. We pay for the return label. No restocking fee. Your refund goes back to the card you paid with, within five business days of the carrier scanning the package.

What you can return

Anything we sold you, for any reason, within 30 days of the delivery date. That includes "my cat refuses to go near it," which is a real reason and one we hear often.

Items need to come back in a condition we can verify, meaning reasonably clean and with the parts that came in the box. You do not need the original packaging, and you do not need to justify yourself.

What you cannot return

Anything past 30 days from delivery.
Items a pet chewed through after normal use began. This is the one exception, and it is why the heated pad ships with a chew-resistant cord cover.
Items bought somewhere other than orvandia.com.

How to start one

Email [email protected] with your order number and which item is coming back.
We reply within one business day with a prepaid return label as a PDF.
Put the item in any box, tape the label on, and drop it at the carrier.
Your refund is issued within five business days of the first carrier scan. You do not wait for the package to reach the warehouse.

Refunds

Refunds go back to the original payment method. The money leaves us immediately. How fast it shows on your statement depends on your bank, usually three to ten business days.

We refund what you paid for the item. The original shipping charge is refunded too if the return is due to a defect, a wrong item or damage. It is not refunded if you simply changed your mind, because that shipping was already spent getting the package to you.

Exchanges

We do not run exchanges as a separate process, because it is slower for you. Return the item for a refund and place a new order. Both happen at once and the new item reaches you sooner.

Damaged or wrong items

Email us within 48 hours of delivery with photographs of the item and the box. We send a replacement immediately, before the original comes back, and we cover shipping both ways. You will not be charged twice.

Order cancellations

Email us as fast as you can. If the warehouse has not released the package, we cancel and refund in full. Once a label is scanned we cannot pull it back, and it becomes a standard return.

Lost packages

If tracking shows delivered and the package is not there, tell us within seven days. We file the carrier claim and either resend the item or refund you. You do not have to argue with the carrier yourself.

Your rights

This policy sits on top of the rights you already have under United States consumer protection law and your card issuer's own dispute process. Nothing here takes those away. If you believe we handled something badly, say so and we will look at it again.