Return & Refund Policy

Thank you for shopping with stivak. We are committed to providing practical, dependable pet products and a convenient shopping experience. We understand that receiving the right products in good condition is important, and our customer support team is here to assist you if an issue arises with your purchase.

For questions about returns, refunds, replacements, or after-sales assistance, please contact us at support@stivak.com.

To help us review your request efficiently, please include your Order Number and the email address associated with your purchase.

1. General Return Policy

Unless otherwise required by applicable consumer protection laws, purchases made through stivak are generally considered final once the order has been completed.

We do not normally accept returns or exchanges for reasons related to personal preference or changes in purchasing decisions, including:

Changing your mind after placing an order
Accidentally ordering the wrong product
Selecting an incorrect size, color, or product variation
No longer needing or wanting the purchased item
Personal dissatisfaction unrelated to product damage, defects, or fulfillment errors

However, exceptions may apply in the following circumstances:

The product arrives damaged during shipping.
The item has a confirmed manufacturing defect.
The wrong product is delivered due to an order fulfillment error.
A return, refund, or other remedy is required by applicable law.

We encourage customers to review product descriptions, specifications, and order information carefully before completing a purchase.

2. Damaged, Defective, or Incorrect Items

At stivak, we strive to provide products that meet reasonable quality expectations.

If your order arrives damaged, contains a defective product, or includes an incorrect item, please contact our customer support team as soon as possible.

We request that customers submit eligible claims within 7 days of the confirmed delivery date so that we can investigate and address the issue promptly.

Please email support@stivak.com and include:

Order Number
Email Address Used for the Purchase
A Clear Description of the Issue
Photos or Videos Showing the Damage, Defect, or Incorrect Item
A Photo of the Shipping Label, If Available

Our customer support team will review the information provided and may request additional details when reasonably necessary.

Depending on the circumstances and applicable law, available resolutions may include:

Replacement of the affected product
Partial refund
Full refund
Another appropriate remedy required by law

Each request will be reviewed based on the specific circumstances.

The 7-day reporting period does not limit any non-waivable consumer rights or remedies available under applicable law.

3. Refund Processing

If your refund request is approved, the approved refund amount will generally be issued to the original payment method used for the purchase.

Once the refund has been processed, please allow approximately 7–12 business days for the funds to appear in your account.

Actual processing times may vary depending on:

Your bank or financial institution
Payment card issuer
Payment processing provider
Payment method used for the original transaction

You may receive a confirmation email after your refund has been initiated.

If you have not received your refund after the expected processing period, please contact your bank or payment provider first. You may also reach out to support@stivak.com for additional assistance.

4. Replacement Policy

stivak does not generally offer exchanges for alternative product colors, sizes, styles, or variations when the request is based solely on personal preference.

Replacement products may be provided when an eligible claim is approved due to:

Damage during shipment
A confirmed product defect
An incorrect product being shipped

Replacement availability depends on current inventory and fulfillment arrangements.

If the original product is no longer available, our customer support team will discuss an appropriate alternative resolution, such as a refund where applicable.

Any replacement provided will be handled according to the circumstances of the approved claim.

5. Return Authorization

Please do not return or ship any products before contacting our customer support team and receiving return instructions.

If a physical return is required, we will provide the relevant information after reviewing your request, including the appropriate return destination and any applicable shipping instructions.

Unauthorized returns may cause processing delays and may not qualify for a refund or replacement, except where applicable law provides otherwise.

Please note that our registered business address is not necessarily a product return facility.

Do not send returned merchandise to our registered business address unless our customer support team has specifically instructed you to do so.

6. Return Shipping Costs

For approved claims involving damaged, defective, or incorrectly shipped products, stivak will provide instructions regarding any necessary return shipment.

Where a return is required because of a confirmed product defect, shipping damage, or an error on our part, we will cover reasonable authorized return shipping costs where applicable.

Customers should not arrange return shipping at their own expense without first receiving instructions from our support team.

Any additional return shipping arrangements will be communicated during the claim review process.

7. Order Cancellations

If you wish to cancel an order, please contact our customer support team as soon as possible at support@stivak.com.

Cancellation requests may be accommodated before an order has been shipped, depending on its processing status.

Once an order has entered fulfillment or has been dispatched, cancellation may no longer be possible.

If a shipment has already been dispatched, any available return or refund options will be determined under this policy and applicable law.

Any cancellation-related charges, if applicable, will be handled in accordance with disclosed purchase terms and legal requirements.

8. Consumer Rights

This Return & Refund Policy is intended to explain our standard return and refund procedures.

Nothing in this policy is intended to exclude, restrict, or override rights or remedies that cannot lawfully be waived under applicable consumer protection laws.

Customers may have additional rights depending on their state, country, or region of residence.

Where mandatory legal requirements differ from this policy, applicable law will prevail.

9. Contact Us

If you have questions about this Return & Refund Policy, need assistance with a damaged or defective product, or would like to request after-sales support, please contact us.

Our customer support team will review eligible inquiries and work toward an appropriate resolution.

Brand Name: stivak

Company Name: Xenlix LLC

Customer Service Email: support@stivak.com

Customer Service Phone: +1 214-669-2038

Registered Business Address:

490 S Van Ness Unit 515
San Francisco, CA 94103
United States

Thank you for choosing stivak. We appreciate your trust and remain committed to providing helpful customer service and dependable products for pets and their families.