Last updated: October 10, 2026
We want you and your pet to be happy with every Yaabu order. This policy explains how returns, refunds, damaged items and incorrect orders work. Yaabu is operated by IMPEX ECOM LLC.
1. Return Window
You can request a return within 30 days of delivery.
2. Eligible Items
To be eligible for a change-of-mind return, the item must be:
- unused and in the same condition you received it
- in its original packaging, with all parts and accessories included
- free from pet hair, chewing, scratches, odours or signs of use
3. Items That Can’t Be Returned
For hygiene and safety reasons, we can’t accept change-of-mind returns on:
- grooming tools, clippers, brushes and combs that have been used
- litter boxes, feeders, fountains and bowls that have been used
- toys that have been chewed, washed or played with
- items damaged by misuse, accidents or normal wear and tear
This does not affect items that arrive damaged, defective or incorrect (see section 6).
4. How to Start a Return
Please contact us before sending anything back. Items sent without approval can’t be accepted.
Email support@yaabu.com with:
- your name and order number
- the item you want to return
- the reason for the return
- photos of the item, if relevant
We reply within 1–2 business days with return instructions.
5. Return Shipping (Change of Mind)
Change-of-mind returns are sent to our returns facility in USA. Return shipping from the US typically costs between $5 and $15, depending on the item’s size and weight. Before you ship anything, we’ll confirm the exact return address and an estimated cost, so you can decide whether to go ahead.
Returns are sent to the address in your return instructions. Depending on the item, this may be a returns facility outside the United States, which can cost more than a domestic return. Before you ship anything, we’ll confirm the return address and give you an estimated return shipping cost, so you can decide whether to go ahead.
Please use a trackable shipping method and keep your receipt. We can’t refund items that are lost on their way back to us.
6. Damaged, Defective or Incorrect Items
If your order arrives damaged, defective or incorrect, contact us within 7 days of delivery with:
- your order number
- clear photos of the item and the packaging
- a short description of the problem
Once we’ve confirmed the issue, we’ll send a free replacement or a full refund, whichever you prefer. You won’t pay any return shipping. In most cases you won’t need to send the item back. If we do need it back, we’ll cover the cost.
7. Items That Stop Working
If an electronic item (such as a feeder, fountain, dryer, trimmer or interactive toy) stops working within 30 days of delivery under normal use, contact us with your order number and a short video or photos showing the problem. We’ll troubleshoot with you first, and if the item is faulty, we’ll send a replacement or issue a refund.
8. Refunds
Once your return is received and inspected, or once a damage claim is approved, we’ll email you to confirm. Approved refunds go back to your original payment method within 5–10 business days. Depending on your bank or card provider, it may take a few extra days to appear.
There are no restocking fees.
9. Exchanges
We don’t offer direct exchanges. If you’d like a different item, size or colour, please return the original item under this policy and place a new order.
10. Order Cancellations
You can cancel your order free of charge before it has been dispatched, for a full refund. Once an order has shipped, it can’t be cancelled, but you can return eligible items under this policy.
11. Lost or Delayed Orders
If your order hasn’t arrived within 20 business days of placing it, please see section 12 of our Shipping Policy. If a parcel is confirmed lost, we’ll send a replacement or issue a full refund.
12. Late or Missing Refunds
If you haven’t received your refund after 10 business days, first check with your bank or card provider. If it still hasn’t arrived, contact us at support@yaabu.com.
13. Contact Us
- Email: support@yaabu.com
- WhatsApp: +1 479 279 6322 (messages only)
- Support Hours: Monday to Saturday, 10:00 AM – 6:00 PM Mountain Time
Business days are Monday through Saturday, excluding Sundays and US public holidays.
Business Information
IMPEX ECOM LLC (trading as Yaabu)
30 N Gould St, Ste R, Sheridan, WY 82801, United States
The registered address above is not a returns address. Please do not send returns there.