Refund policy

Last updated: October 22, 2026

We accept eligible returns for a refund or exchange within 30 calendar days after delivery, including returns because you changed your mind. JoyWhisker Goods pays approved return shipping and exchange shipping costs. There is no restocking fee.

Return window and item condition

Contact us no later than 30 calendar days after your order is delivered. For an order delivered in separate packages, the window for each item begins when that item is delivered.

For a change-of-mind return, the item must be unused, clean, and in its original condition, with its included parts and accessories. You may open the packaging to inspect the item. Please include the original packaging if available; missing outer packaging alone will not automatically disqualify an otherwise eligible return. We do not accept change-of-mind returns for products that have been used for pet feeding, grooming, litter cleanup, or other use that leaves the product soiled or materially changed.

These condition requirements do not prevent you from returning an item that arrived defective, damaged, incorrect, or materially different from its description. Normal inspection or use reasonably needed to discover a defect does not automatically disqualify a defect claim. This policy does not limit any rights or remedies provided by applicable law.

How to start a return

1. Email support@joywhiskergoods.shop or use our Contact Us page within the return window. Include your order number, the item you want to return, and whether you prefer a refund or exchange. You may state the reason; a defect is not required for a change-of-mind return. For a damage, defect, or wrong-item claim, photos can help us resolve the issue, but contact us even if you cannot provide them.
2. We will confirm eligibility and provide return instructions and a prepaid return label. There is no charge for this label.
3. Pack the item securely with its included accessories. Ship it using our prepaid label within 14 calendar days after we send the label. If you need more time or cannot use the label, contact us before that deadline.
4. Keep your carrier receipt and tracking information until the return is resolved.

Please contact us before mailing a return so that we can identify your order and provide the prepaid label. An unexpected package does not automatically forfeit your return rights, but it may take longer to match it to your order.

Return address

JOYWHISKER GOODS LLC
500 W Jefferson St Louisville, KY 40202 United States

This address is for mailed returns. We do not offer in-person return drop-offs.

Who pays return and exchange shipping?

We do. JoyWhisker Goods provides prepaid return shipping for eligible change-of-mind returns and for damaged, defective, or incorrect items. We also pay standard shipping for approved exchange replacements. We do not deduct the prepaid label cost from your refund and do not charge return handling, exchange processing, or restocking fees.

Use the prepaid label we provide. If you need another shipping method, contact us first so we can arrange it without an out-of-pocket shipping cost. If you have already paid return postage, send us the receipt so we can review and reimburse reasonable necessary return postage for an eligible return.

Refund amount and timing

For an eligible return, we refund the amount actually paid for the returned item, including applicable sales tax. Discounts are allocated to the returned item, so a refund will not exceed the amount you paid for it. Original standard shipping is free, so there is no standard shipping charge to refund or deduct.

We inspect the return and issue the refund to your original payment method within 7 calendar days after the returned item is delivered to our return address. Inspection is included in this 7-day period; the period does not restart after approval. We will notify you when the refund is issued. If we do not require the item to be sent back, we issue the refund within 7 calendar days after confirming that resolution.

Your bank or payment provider may take additional time to post the credit after we issue it. That posting time is outside our processing period and may vary by provider. If you do not see a credit after the provider's stated processing period, contact us and we will help trace it.

If an item is not eligible under the condition rules above, we will explain the reason and discuss next steps with you; we will not impose an undisclosed deduction. A return that is lost while traveling under our prepaid label will not automatically result in a denial: contact us with your drop-off receipt so we can investigate and resolve it.

Exchanges

To request an exchange, contact us within the same 30-calendar-day window. We will provide a prepaid return label. After receiving and checking the eligible return, we process an available exchange replacement within 1–3 business days; standard transit is then estimated at 5–8 business days. We pay shipping in both directions. If the requested replacement is unavailable, you may choose another available item or a refund. Any product price difference will be explained and agreed to before the exchange is completed; it is not an exchange fee.

Damaged, defective, incorrect, or missing items

Contact us as soon as you notice a problem. Keep the item and packaging when reasonably possible. We will work with you on a free replacement, an exchange, or a refund, as appropriate. Do not continue using a product that appears damaged or unsafe. There is no separate 24-hour or 48-hour reporting deadline that cancels your rights under this policy or applicable law.

Order cancellations

You may request cancellation before dispatch. If we can stop the order, we cancel it without a fee and issue a full refund within 7 calendar days of confirming cancellation. If it has already shipped, you can use the return process after delivery.

Contact us

JoyWhisker Goods, operated by JOYWHISKER GOODS LLC
Email: support@joywhiskergoods.shop
Business address:
JOYWHISKER GOODS LLC
500 W Jefferson St Louisville, KY 40202 United States

Customer service hours: Monday–Friday, 9:00 a.m.–5:00 p.m. Eastern Time (ET), excluding U.S. federal holidays. Eastern Time observes EST or EDT as applicable.