Refund policy

CUTEDEN offers exchanges on eligible products in accordance with our Return Policy. Exchanges processed through our online return portal. More information about our return policy can be found below.

Frequently Asked Questions

Q: How do I initiate a return?

A: Returns can be initiated through our online return portal, located at https://returns.cuteden.com

Q: What is the status of my return?

A: You can visit our Returns Page for your return request status. If you can't find the information you are looking for, please reach out to our Service Team.
For the fastest response from one of our Care agents, text us at +19252596808. We're also available via email at service@cuteden.com.

Q：Can I exchange my product?

A: Please visit our Returns Page if you need to exchange or return your order.
Non-crate and refurbished/clearance products are final sale for safety reasons and cannot be exchanged. Visuals will be required when submitting a return or an exchange.
Note: Only products that are unused, and have the original packaging and tags/fillings will be eligible for an exchange.Return shipping fees and a restocking fee apply.

Q: When will my refund be processed?

A: You can expect the refund to reflect on your original form of payment, minus the shipping fee and the restocking fee within 3-5 business days after the products are returned and inspected by our warehouse.Please note that it may take up to 10 business days for the refunded amount to reflect in your account, depending on your bank or lender.If you have any questions about the status of your refund, contact our Service Team.

Q: Do I need to pay for return shipping back to Cuteden?

If you decide your cuteden.com purchase is not for you, we exchanges on items within 14 days of delivery for items in new, unused condition with their original packaging. Once your exchange request has been approved and your return shipment has been scanned by the carrier, we will issue a credit for your exchange less any applicable return shipping and restocking fees. Our Service Team will provide you with a pre-paid return label for each product being returned. Customers are responsible for shipping and restocking costs, which will be applied to exchanges. All items are subject to a $50 return shipping fee + $25 restocking fee.

Note: New items are eligible for return or exchange. All other items and items purchased as Clearance or Refurbished are final sale.

Return Policy

IMPORTANT:The return policy detailed below applies to products purchased from our website: https://www.cuteden.com only. For return policy questions for purchases made on third party retailer websites like Amazon.com, Chewy.com, etc, please contact the retailer where the product was purchased for return policy inquiries.

Our Service Team will provide you with a prepaid return label for each product being returned. The applicable return shipping fees and the restocking fee will be deducted from your refund. Refunds are processed 3-5 business days after the return arrives at our warehouse and goes through our inspection process. We offer a 14-day return window for eligible items* that are new and unused in their original packaging (including intact filler). Visuals will be required when submitting a return or an exchange. 

We stand behind our products. At Cuteden, we’re committed to helping you and your pet find the perfect fit. If your item isn’t quite right, we’ll make it right.

Need help with sizing?

We’ll take care of it. Our team can quickly confirm the right size for your pet and arrange an easy exchange if needed. Contact our Service Team and we’ll handle the rest.

Return Window

We accept exchanges and returns within 14 days of delivery for items in new, unused condition and in their original packaging.

Please note that non-crate products and Refurbished/Clearance items are final sale and not eligible for return.

Return Shipping & Restocking Fees

Customers are responsible for return shipping costs and a restocking fee, which will be deducted from the refund amount. This fee helps cover inspection, processing, and repackaging costs so we can maintain our quality standards for every pet. ($50 Return shipping fee & $25 Restocking fee)

For hygiene and safety reasons, we cannot accept returns or exchanges on the following:
Non-crate items such as Bedding, Groov, Treat Spreads, Poop Bags, Crate Bowls + Clips, and Pee Pads
Spare and replacement crate parts
Any product marked as Clearance or Refurbished
We appreciate your understanding and support in keeping our products safe for every pet. For questions about your return or help with sizing, contact us at service@cuteden.com or text +19252596808.
Return Shipping Fees and Restocking Fees are applicable for Exchanges.The fees above are in USD.

For any questions, email us at service@cuteden.com or text +19252596808.