1. Custom & Built-to-Order Products

Most SIMUVET® products are built to order. Because of this:

• Returns are generally not accepted once an order goes into production.
• Exceptions may be made if the product is defective, damaged during shipping, or materially different from what was described.

2. Damaged or Defective Items

If you receive a product that is damaged, defective, or incorrect:

• Contact us within 14 days of delivery at support@simuvet.net.
• Include your order number, photos, and a brief description of the issue.

If verified, we will offer:

• A replacement part or full replacement at no cost to you, or
• A refund, at our discretion.

3. General Return Conditions (Eligible Items)

For eligible returns (e.g., non-custom accessories, non-consumables):

• Contact us within 14 days of delivery.
• Products must be unused and in their original condition.
• Unless the return is due to our error, return shipping is the buyer’s responsibility.
• A restocking fee of up to 20% may apply.

International orders: Returns are not permitted. Customers are responsible for all import duties, taxes, and brokerage fees.

4. Refunds

• Approved refunds are processed to the original payment method within 14 business days of return approval and receipt of items being returned.
• Shipping costs are non-refundable.

5. Exchanges

We do not offer direct exchanges. If you need a different product, please place a new order after your return is approved.

6. How to Start a Return

1. Email support@simuvet.net with your order number and details.
2. We’ll respond with instructions and a return authorization (if applicable).
3. Ship the item using the instructions provided.

Handling & Dispatch

• Orders are typically prepared for shipment within 3–5 business days (international: 3–7 business days).
• Business days exclude weekends and US holidays.
• You’ll receive tracking details when your order ships.

Domestic Shipping (United States)

• Flat-rate shipping: $19 USD per order.
• Typical transit time: 4–5 business days after dispatch.
• Carrier and service level may vary by destination and product.

International Shipping

We ship worldwide, including Canada, the European Union, and Asia-Pacific.

• Recipient is responsible for all customs duties, taxes/VAT, and brokerage fees.
• No international returns are accepted. Please review product specs and lead times before ordering.
• Refused or unclaimed international shipments are not eligible for product refunds.

Customs, Duties & Taxes

International orders may be subject to duties, VAT/GST, and brokerage. These charges are assessed by your local customs authority and are not included in our prices or shipping rates.

Loss & Damage

• If your order arrives damaged or is missing items, please email support within 7 business days of delivery with photos and your order number.
• Once verified, we may provide a replacement part, a full replacement, or a refund at our discretion.

Returns (United States Only)

• Returns accepted within 14 days of delivery for eligible items (non-custom, unused, original condition).
• Restocking fee: 20% of item price.
• Customer pays return shipping unless the return is due to our error.
• Refunds are typically processed within 5–7 business days after inspection of returned items.

For full details and instructions, see our Return Policy.

7. Contact

Email: support@simuvet.net
Mailing: SIMUVET® L.L.C, PO BOX 50303, Amarillo, TX 79159

This policy may be updated from time to time. The latest version will always be posted on this page.