Return and refund policy

Last updated: December 17, 2025

This Return & Refund Policy applies to all products purchased through jomaro.shop. We are committed to ensuring your satisfaction with our pet stairs and accessories.

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 criteria:

  • The item must be in the same condition that you received it: unused, disassembled (if applicable), and in its original packaging.
  • Hygiene Requirement: As these are pet products, returns must be absolutely free from pet hair, dander, odors, and stains. We reserve the right to refuse returns that show signs of use by animals due to health and safety regulations.
  • You must provide a receipt or proof of purchase.

Non-returnable items:

  • Gift cards.
  • Items that have been damaged due to pet chewing or scratching.

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

3. Return Process To start a return, you can contact us at support@jomaro.shop or call us at +1 812-304-6308.

  • Step 1: Contact our support team with your order number and reason for return.
    • Defective Item? If the stairs arrived damaged or with missing parts, please email us photos immediately. For bulky items, we may send a replacement part or unit instead of requiring a return to save you time.
  • Step 2: If your return is accepted, we will provide you with the return address and instructions.
  • Step 3: Pack the items securely in the original box to avoid damage during transit.

4. Return Shipping Fee

  • Defective/Damaged Products: If the product is incorrect, damaged by the carrier, or has a manufacturing defect, we will cover the return shipping cost (or simply refund/replace without requiring a return).
  • Customer Remorse: If you purchased the wrong size/color, or you no longer want the item, the customer is responsible for the actual cost of return shipping.
    • Important Note for Singapore Customers: You are returning a bulky item to our facility in the USA (Arkansas). International shipping costs can be significant. Please verify shipping rates with your local courier before initiating a return for "change of mind."
  • Restocking Fee: We do not charge a restocking fee on returns.

5. Return Address Please do not send your purchase back to the manufacturer. Returns should be sent to our US warehouse at:

1640 E Main St Apt B3 Magnolia, AR 71753-3818 United States

6. Refunds We will notify you once we’ve received and inspected your return, 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.

  • Currency Note: Refunds are processed in US Dollars (USD). If your bank account is in Singapore Dollars (SGD), the final refunded amount may vary slightly due to your bank's currency exchange rates at the time of the refund.

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:

  • Email: support@jomaro.shop
  • Phone: +1 812-304-6308
  • Address: 1640 E Main St Apt B3, Magnolia, AR 71753-3818, USA