Refund policy

Last updated: July 20, 2026

We want you to feel completely confident in your Guaipaipet purchase. If your pet gate or playpen isn't the right fit, here's exactly how our return and refund process works.

Return Window

We accept returns within 30 days of the delivery date, no restocking fee required.

During the winter holiday season, we extend this window: items delivered between November 1 and December 24 may be returned through January 31 of the following year, giving you extra time over the holidays.

What Can Be Returned

We accept returns for any of the following reasons:

  • You simply changed your mind about the item (buyer's remorse)
  • The item doesn't fit your space or pet as expected
  • The item arrived defective, damaged, or not as described

To be eligible, the item must be unused, in its original condition, with all original tags attached and original packaging intact. Items showing signs of assembly, installation, or actual use may not qualify for a return.

We do not currently offer any customized or made-to-order products, so this policy applies to every item we sell.

Items That Cannot Be Returned

A small number of situations fall outside our return window:

  • Items returned after 30 days from the delivery date (or after the extended holiday window, when applicable)
  • Items that have been assembled, mounted, or show visible signs of use
  • Items missing original hardware, parts, or packaging
  • Items damaged due to misuse, improper assembly, or an accident after delivery

Who Pays for Return Shipping

  • If the item arrived defective, damaged, or incorrect, Guaipaipet covers the full cost of return shipping and provides a prepaid return label.
  • If you're returning an item for any other reason (such as buyer's remorse or a sizing issue), return shipping is arranged and paid for by you.

Regardless of the reason for your return, we never charge a restocking fee or handling fee.

How to Start a Return

Getting a return started only takes a few steps:

  1. Email us at service@guaipaipet.com or call us at +1 530-212-9664 with your order number and the reason for your return.
  2. Our team will confirm your return is eligible and send you return instructions, along with a prepaid shipping label if your return qualifies for one.
  3. Pack the item securely in its original packaging, including all tags, hardware, and accessories.
  4. Ship the item to our return address below. Please do not send returns to any other address, including our China factory address, as this will delay your refund.

Return Address: 1 Sansome St, Suite 1400, San Francisco, CA 94104, United States

Refund Processing Time

Once we receive and inspect your returned item, we process refunds within 3-5 business days. Refunds are issued to your original payment method. Depending on your bank or card issuer, it may take a few additional business days for the refund to appear on your statement.

Questions About Your Return?

Our customer service team is happy to help at any step of the process.

US Warehouse Address: 1 Sansome St, Suite 1400, San Francisco, CA 94104, United States

China Factory Address: No. 183-8, Hangtou Industrial Park, Machanghu Town, High-tech Industrial Development Zone, Linyi City, Shandong Province, China

Email: service@guaipaipet.com

Phone: +1 530-212-9664

Hours: Monday - Friday, 9AM - 5PM PT