Return and exchange policy (return/exchange/refund)
Scope of application
This policy applies to orders placed on this website and shipped to addresses in the United States, Canada, Australia, and Europe (select countries/regions). Specific available countries/regions are listed on the checkout page. For detailed rules regarding delivery areas, shipping costs, optional shipping methods, estimated delivery time, and handling of delays and exceptions, please see our Shipping Policy page .
Return window
30 days of receiving the package , and ensure that the returned package is delivered to the carrier as soon as possible and a scanning record is generated . If more than 30 days have passed, we may not be able to process your return or exchange.
Return Policy
Returnable/exchangeable items must be: unused, without obvious signs of use, and the original packaging box must be returned along with the outer box .
How to initiate a return
- Log in to your account to initiate a return, or contact us via email (please provide your order number).
- Once approved, use the return label we provide to send it back.
- Pack properly and send out; it is recommended to keep the shipping receipt.
- Upon receiving the returned goods, we will inspect them and process the refund/exchange.
Return label fee
Use our return label: $ 10 will be deducted from your refund or you will have to pay it yourself .
If you choose to return it yourself (if applicable), you will be responsible for the shipping costs, and we recommend using a tracking service.
Return Address: All returns must be sent to the address provided on your RMA (Return Authorization). Returns without an RMA may be refused. The return address is: 3440 DE PAUL LN, STE 208, BRIDGETON, MO 63044, USA .
Exchange Policy
You can exchange the same product for different sizes (subject to availability):
If you choose to exchange the item, we will charge an $ 8 reshipping fee. The exchanged item will be shipped after the return is approved.
We will arrange for a replacement item to be sent after confirming the inventory and costs. We will cover the shipping costs for replacement items (only applicable to quality issues or damage during transit).
Non-refundable situations
The following items are non- refundable and non- exchangeable :
- There are obvious signs of use /washing or an odor.
- Personalized products, including those with engraving services (collars/leashes).
- Damage caused by alteration, breakage, or improper packaging
- Orders received more than 30 days ago
- Any item marked “Final Sale/ Clearance “
Disclaimer Clause
- How do we handle chargebacks?
If you have a dispute regarding the goods or services during your purchase and choose to initiate a chargeback through your bank or payment platform, we recommend that you first contact our customer support team. We promise to make every effort to resolve the issue within 5-10 business days . If the issue cannot be resolved through communication with us, you may consider initiating a chargeback.
- Conditions and Evidence Requirements for Submitting a Disclaimer of Payment
If you decide to file a chargeback request, you will need to provide the following information to support your chargeback request:
Order confirmation information : This includes your order number, product name, payment details, and any related confirmation emails or invoices.
Shipping information : If applicable, provide the shipping tracking number, courier company, and confirmation of receipt (if applicable).
Customer service communication records : If you have communicated with our customer service team, please provide the relevant emails or other communication records.
- Refusal to Pay Fees and Financial Liability
We recommend that you contact our customer service team before considering initiating a chargeback. In most cases, through communication and coordination, we can resolve the issue and prevent a chargeback. If the chargeback request complies with our policies, we will cooperate with the payment platform to provide relevant evidence.
Refund processing time : If your refund request meets the return policy requirements, we will process your refund within 5-10 business days of receiving the returned goods . The refund will be returned via the original payment method.
- Solutions after a chargeback
If you initiate a chargeback, we will provide the necessary evidence and information as required by the relevant payment platform. We encourage you to contact us as early as possible to resolve the issue more quickly.
- Legal liability for refusal to pay
If we believe your chargeback does not comply with our return and exchange policy, we reserve the right to pursue related costs and losses. Costs incurred due to the chargeback will be borne by the customer, and we may pursue legal action to recover these costs.
Dispute Resolution
If you have any questions about our products or services, please contact our customer support team first via email or phone. We will do our best to respond and resolve your issue within 2–3 business days. If you require further assistance, we can offer refund, exchange, or return options.
Final Sales
The following items are usually final sale and cannot be returned or exchanged (subject to the product page label if applicable):
Personalized customization, pet headscarves , hair accessories, knitwear, mystery bags, special offers/clearance sales, liquid products, items with discounts exceeding 50%, and items marked “final sale”.
Defective product handling
contact us within 3 days of signing for them , providing your order number and clear photos or videos . We will provide a replacement, reshipment, or refund solution depending on the circumstances.
Refund methods and timeframes
The refund will be returned to the original payment method.
- We will initiate a refund within 1–3 business days after the returned goods have been inspected and approved.
- Bank/payment channels typically take 5–10 business days to process the payment.
The overall time may be affected by return shipping and acceptance, but usually does not exceed 30 days.
Order modification/cancellation
If your order has not yet been processed and shipped, you can contact us via email or phone to make modifications. If your order has already been shipped, we cannot make modifications, and you can initiate a return according to our refund policy after receiving the goods.
Contact Us
Phone number: +1 (235) 202-2434
Email: info@modearo.com
Customer service hours: 24/7 customer support.
For assistance, please visit our Contact Us page to get in touch with us.