At EXIST, we are committed to providing high-quality products for your beloved companions. Please read our policy carefully to understand the procedures for returns and exchanges.
1. Damaged or Incorrect Items
We take great care in packing your orders, but if you receive a damaged or incorrect item, we are here to help.
- Eligibility:
To be eligible for an exchange, you must contact us within 5 days of receiving your order.
- Procedure:
① Please contact our customer service team via Instagram (@exist.petstudio).
② Provide your Order Number and clear photos & videos of the damaged or incorrect product(s).
- Resolution:
Once we have verified the issue, we will arrange for a one-for-one exchange for the affected item(s).
2. Non-Refundable & Non-Exchangeable Situations
Please note the following situations are not eligible for a return, exchange, or refund:
- Change of Mind:
Once an order has been placed and confirmed, it cannot be cancelled or refunded. We encourage you to review your order carefully before completing your purchase.
- Product has been Opened:
For health and safety reasons, we cannot accept returns or exchanges for any product that has been opened.
- Pet’s Change in Preference:
We understand that pets can be selective. However, we are unable to offer refunds or exchanges if your pet has a sudden change in taste or refuses to eat a product they have previously enjoyed. We recommend purchasing smaller quantities if you are introducing a new food.
- Improper Storage:
We are not responsible for product spoilage or damage resulting from improper storage after delivery (e.g., exposure to heat, moisture, or pests). Please follow the storage instructions on the packaging.
3. General Terms
- Delivery Fees:
All shipping and delivery fees are non-refundable.
- Final Decision:
All return and exchange requests are subject to review and final approval by EXIST ENTERPRISE. We reserve the right to reject any request that does not meet the conditions outlined in this policy.
- Improper Storage:
We are not responsible for product spoilage or damage resulting from improper storage after delivery (e.g., exposure to heat, moisture, or pests). Please follow the storage instructions on the packaging.
Q: I received a damaged or incorrect item. What should I do?
A: We sincerely apologize for this oversight and are committed to making it right. To request an exchange, please follow the steps below:
- Contact Us Promptly: Please reach out to our customer service team via Instagram (@exist.petstudio) within 5 days of your order’s delivery date.
- Provide Necessary Information: To help us resolve your issue quickly, please include the following in your message:
- Your Order Number (e.g., #10000)
- Clear photos and/or a video clearly showing the damage or the incorrect item you received.
3. What Happens Next: Once we have verified the issue, our team will get back to you to arrange a one-for-one exchange. If the original item is out of stock, we will offer you the choice of store credit or an exchange for another product of equivalent value.
Please Note: What Is Not Considered a “Damage” or “Defect”
Due to the nature of pet food products and the shipping process, certain minor imperfections are not eligible for exchange. These include:
Wet Food: Items that have minor dents but are not leaking, punctured, or otherwise compromised.
Crumbled Freeze-Dried Food: Some crumbling or breakage of freeze-dried pieces is normal and can occur during transit due to the product’s brittle nature. This does not affect the quality or safety of the food.
