Refund policy
Refund & Replacement Policy
Last updated: May 30, 2026
We want every Joobello order to make you and your pet happy. If it doesn't, here's exactly how we make it right.
If your item arrives damaged, broken, defective, or wrong
You're covered. Email hello@joobello.com within 30 days of delivery with:
- Your order number
- A photo or short video showing the issue
We'll send a free replacement or issue a full refund — your choice. You don't need to ship anything back.
If your item never arrived
If tracking shows delivered but the package isn't there, contact us within 7 days at hello@joobello.com. We'll open a carrier claim and, if the package can't be located, send a replacement or full refund.
If you changed your mind
We get it — pets are picky and ideas don't always match reality.
Within 30 days of delivery, email hello@joobello.com and we'll issue store credit for the full purchase price (minus any shipping you paid). Credit never expires and works on anything in the shop. You don't need to send the item back.
If there's a real reason cash works better (you never opened it and would rather have the money back), email us — we'll work it out.
Refund timing
Approved refunds go back to your original payment method, typically within 5–10 business days.
Order changes & cancellations
Need to change or cancel? Email us within 24 hours of ordering. Once an order enters fulfillment we usually can't change or cancel it.
Exclusions
- Sale items, gift cards, and bundle discounts
- Items reported more than 30 days after delivery
- Damage from misuse or normal pet wear (chewed collars, beds left out in the rain, etc.)
EU customers — 14-day cooling-off period
If you're in the EU, you have 14 days to cancel for any reason. Same process, same store-credit option. (We currently ship US-only, so this rarely applies.)
Questions
Email hello@joobello.com — a real human always replies.
Joobello is operated by Just Up & Go LLC.