Return and refund policy

Last updated: May 17, 2026

This Return & Refund Policy applies to all products purchased through ghylx.shop. We are committed to ensuring your satisfaction with every purchase of our premium and engaging pet products.

1. Return Window

We accept returns within 30 days of the delivery date. If 30 days have passed since your order was delivered, unfortunately, we cannot offer you a refund or exchange.

2. Eligibility for Returns

To be eligible for a return, your item must meet the following strict safety and sanitary criteria to protect the health of all pets and ensure resale quality:

  • Due to pet health and hygiene regulations, pet toys must be in the exact same condition that you received them: completely unused, unplayed with, containing zero pet hair, odor, scratching, or saliva marks.
  • The product must remain in its original, undamaged retail packaging with all product tags, headers, and internal fasteners attached.
  • You must provide a receipt or proof of purchase.
  • Non-returnable items: Gift cards, edible pet treats/chews, personalized pet items, or items damaged due to aggressive pet chewing habits after delivery.

Items sent back to us without first requesting a return will not be accepted.

3. Return Process

To start a return, please contact our dedicated customer support team through the following steps:

  • Step 1: Contact our support team at support@ghylx.shop or call +1 564-258-0569 with your order number, a clear photo of the unplayed-with item, and the explicit reason for the return.
  • Step 2: If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package.
  • Step 3: Pack the pet toys securely in their original packaging and attach the provided return label.

4. Return Shipping Fee & Restocking Fee

  • Defective/Damaged Products: If the product is incorrect, damaged by the carrier during transit, or structurally defective out of the box, we will cover the return shipping cost.
  • Customer Remorse: If you purchased the wrong size toy, picked the wrong variant, or your pet simply shows no interest in it, we will cover the return shipping cost to ensure a completely risk-free shopping journey for our global customers.
  • Restocking Fee: We do not charge any restocking fee on returns.

5. Return Address

Please do not send your purchase back to the manufacturer. Returns must be sent directly to our official corporate fulfillment and registry address:

226 EDGEWOOD AVE S, JACKSONVILLE, FL, 32254, UNITED STATES

6. Refunds

We will notify you once we’ve received and inspected your returned pet toys, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

7. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

8. Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us:

  • Operator: 11675 NORTHMAIN, LLC
  • Email: support@ghylx.shop
  • Phone: +1 564-258-0569
  • Address: 226 EDGEWOOD AVE S, JACKSONVILLE, FL, 32254, UNITED STATES