Return Policy

Thanks for shopping at HugSmart. If you are not entirely satisfied with your purchase, we’re here to help. To start the return process, please reach out to us at with 'Order #[enter order number] REFUND' in the subject title.


HugSmart will happily receive returns within 14 days of you receiving your order.

HugSmart does not accept returns on discontinued and clearance merchandise. Goods must be in original selling condition (new, unused, unwashed, and unaltered) with original tags. Refunds will be issued in the same form of payment as the original purchase.

This policy only covers online orders made via We do not accept returns or offer refunds/replacements for toys purchased from third party websites/stores.
Please allow 7 business days for returns to be processed.

Unfortunately, we do not accept exchanges at this time. If you wish to exchange an item, you must return the item by following our return instructions and purchase a new item from our online store.

If the item you received is damaged or defective, please contact us with the image of the damage or defect.


HugSmart will refund the value of your item (via the original form of payment) within 7 days of receiving.

Return Shipping

All return shipping charges must be prepaid. We cannot accept C.O.D. deliveries. HugSmart does not refund original shipping and handling costs.

  • Please securely pack your merchandise with your order number in a box or envelope of your choice.

Address package to: Hugsmart Pet
#102-3170 194 STREET, SURREY, BC, V3Z 9V2, CANADA