Refund & Return Policy
Review return eligibility, refund timing, and what to do if your MessMate order arrives damaged, defective, or incorrect.
Eligibility & Timeframes
Eligible returns are accepted within 30 days of delivery. Please ensure you contact us within this timeframe to initiate your return request.
Items must be unused, clean, and in their original condition. This ensures we can maintain the quality and safety standards our customers expect.
Yes, items should be returned in their original packaging whenever possible. This helps protect the product during return shipping and ensures it arrives in resalable condition.
No. Due to sanitary and pet-safety reasons, used or opened bowls, splash guards, feeding mats, and complete feeding sets cannot be returned. We appreciate your understanding as this policy helps us maintain the highest safety standards for all our customers and their pets.
Processing & Payment
Returns must first be received and inspected by our team. Once your return is approved, we will process your refund promptly.
Please allow 3–7 business days after approval for the refund to appear in your account. Processing times may vary depending on your financial institution.
Approved refunds are issued to the original payment method used at checkout.
Original shipping charges are non-refundable unless the item arrived damaged, defective, or incorrect. In those cases, we will cover the return shipping cost.
Damaged, Defective or Incorrect Items
Please contact MessMate within 48 hours of delivery. Include your order number and attach clear photos of the damaged item, packaging, and shipping label. After review, we may arrange a replacement or refund at no additional cost.
Contact us within 48 hours of delivery with your order number and photos showing the incorrect item received. We will work quickly to send you the correct product or process a refund.
Please report any issues within 48 hours of delivery. This helps us address the problem quickly and ensures we can provide the best resolution.
Please include:
- Your order number
- Clear photos of the item
- Photos of the packaging
- Photo of the shipping label
This information helps us process your request quickly and accurately.
How to Request a Return
Customers must contact MessMate before sending anything back. This ensures we can provide you with the correct return instructions and process your request efficiently.
Send your return request to contactmessmate@gmail.com. Include your order number, reason for the return, and any relevant photos.
No. Do not mail an item back until MessMate provides return instructions. Unauthorized returns may not be processed or refunded.
Return shipping responsibility depends on the reason for the return. If the item was damaged, defective, or incorrect, MessMate will cover the return shipping cost. For other returns, the customer is responsible for return shipping.
Return Support
Email us at contactmessmate@gmail.com with your order number and a brief explanation of your issue. Our team will review your request and provide the next steps.
Please have your order number and a brief explanation of the issue ready. This helps us assist you more quickly and efficiently.
Our support team will review your request and respond as quickly as possible. We strive to address all inquiries promptly and provide clear next steps.