Your cart is currently empty!
Refund and Returns Policy
Effective Date: April 23, 2026
Website: www.totosunpet.com
Company: Toto Sun Pet Bakery Ltd.
Contact Email: perseverance@totosunpet.com
Contact Address: 51 Fifeshire Rd, North York, ON M2L 2G7, Canada
Contact Phone: +1 4164488849
Welcome to Toto Sun Pet Store, the official online retail platform of Toto Sun Pet Bakery Ltd. Your satisfaction is our top priority as we strive to provide you with paw-some gear: elevate your pet’s life through innovative pet tools. This Refund and Returns Policy is designed to outline the clear and fair procedures for handling returns, refunds, and exchanges. Please read it carefully before making a purchase. By shopping on www.totosunpet.com, you acknowledge and agree to be bound by this policy.
This document is an integral part of our store policies, available on our website under “Policy & Terms” along with our Terms of Service, Shipping Policy, and Privacy Policy.
1. Key Principle: We Do Not Offer “Refund-Only” Solutions
It is important to emphasize that Toto Sun Pet Bakery Ltd. does not offer “refund-only” solutions for returned items. Our policy is designed to ensure product suitability and customer satisfaction through exchanges or store credit. A standard monetary refund to the original payment method is not available as a primary option. We believe this policy allows us to better serve our customers by ensuring you receive the perfect product for your pet’s needs, such as the correct Natural Boar Bristle Pet Brush for your short-haired pet or the appropriate Rotating Pin Pet Comb for long-haired cats and dogs. Our focus is on resolving issues to your complete satisfaction, not simply processing refunds.
2. Eligibility for Returns and Exchanges
We accept returns and exchanges under the following conditions:
- Timeframe: You must initiate a return or exchange request within 30 days from the date you received your order.
- Item Condition: The item must be unused, in its original packaging, and in the same condition as when you received it. This includes all tags, accessories, and manuals. For example, a Stainless Steel Insulated Pet Water Bottle must be clean, unused, and with all parts intact.
- Proof of Purchase: You must provide your original order number or receipt.
- Exclusions: For health and safety reasons, certain items are final sale and cannot be returned or exchanged. This typically includes:
- Items marked as “Final Sale” or “Clearance.”
- Opened or used grooming tools, such as electric brush attachments (e.g., an Electric Pet Vacuum Grooming Brush Attachment that has been connected to a vacuum) or personal care items.
Please note: Returns or exchanges requested due to a change of mind are subject to a restocking fee of 15% of the item’s price to cover processing and inspection costs.
3. How to Initiate a Return or Exchange
To start the process, please follow these steps within the 30-day window:
- Contact Our Customer Service: Email us at perseverance@totosunpet.com or call +1 4164488849. Include your order number, the product name(s) you wish to return (e.g., “Textured Fabric Lint Brush Glove”), and the reason for the return/exchange.
- Receive Instructions: Our team will review your request and, if eligible, provide you with a Return Merchandise Authorization (RMA) number and the return shipping address. Do not ship the item back without an RMA number, as it will not be processed.
- Ship the Item: Securely package the item in its original packaging, include a copy of your order confirmation, and clearly write the RMA number on the outside of the box. Ship it to the address we provide. Return shipping costs are the responsibility of the customer, unless the return is due to our error (e.g., we sent the wrong item or a defective product).
- Inspection & Resolution: Once we receive and inspect the returned item at our facility, we will contact you via email within 5-7 business days to confirm the resolution:
- Approved Exchange: We will ship the replacement item (e.g., exchanging a Mini Portable Pet Water Dispenser for a different color/model).
- Approved for Store Credit: We will issue a store credit (gift card) for the value of the returned item(s), minus any applicable restocking fee. This credit can be used for future purchases of any products on www.totosunpet.com.
- Request Denied: If the item does not meet our return conditions, we will ship it back to you at your expense, or you may choose to have it disposed of.
4. Damaged, Defective, or Incorrect Items
We take great care in packing and shipping our durable and safe tools. However, if you receive an item that is:
- Damaged during shipping,
- Defective (e.g., a Professional Pet Massage Glove with non-functional nodes), or
- Incorrect (you received a different item than ordered),
Please contact us within 7 days of delivery. Provide your order number, photos/videos clearly showing the damage or defect, and a description. We will cover all shipping costs associated with the return and replacement of such items. In these specific cases, our primary solution will be to send you a free replacement. If a replacement is unavailable, we will discuss alternative solutions, which may include store credit. Standard “refund-only” practice still does not apply.
5. Store Credit Details
- Store credit will be issued in the form of a unique digital gift card code via email.
- It does not expire and can be used for full or partial payment on any future order at www.totosunpet.com.
- Store credit is non-transferable and non-redeemable for cash.
6. Processing Timelines
- Exchange Processing: Once your return is approved, we aim to ship the replacement within 3-5 business days.
- Store Credit Issuance: Digital store credit codes are typically emailed within 24-48 hours of return approval.
- Please note: Original shipping fees are non-refundable.
7. Contact Us for Policy-Related Questions
If you have any questions about this Refund and Returns Policy, please do not hesitate to contact us. We are here to help ensure you and your furry friend have a positive experience with our smart pet gadgets.
- Email: perseverance@totosunpet.com
- Phone: +1 4164488849
- Business Address: Toto Sun Pet Bakery Ltd., 51 Fifeshire Rd, North York, ON M2L 2G7, Canada.
Acknowledgment
By purchasing from Toto Sun Pet Store, you acknowledge that you have read, understood, and agreed to this Refund and Returns Policy. This policy is subject to change, and the version effective at the time of your purchase will govern your transaction. We thank you for trusting us to provide innovative pet tools for happy paws and easier days with your beloved companion.