Last updated November 2, 2026.
The short version
- 30 days to return, counted from the date you receive the order
- We pay for return shipping — we email you a prepaid label
- No restocking fee
- The original $7.95 shipping charge is not refunded on change-of-mind returns
How to start a return
- Email support@xmastraditions.com with your order number and which item you are returning. We reply within 24 hours.
- We email you a prepaid return label.
- Pack the item in its original packaging, attach the label, and drop the parcel off.
Please do not ship anything back before you have emailed us. Returns sent without a label from us cannot be tracked to your order and may be refused.
Condition we can accept
For a change-of-mind return, the item must be:
- unused — not slept on, chewed, scratched, assembled for use, or washed
- in the original packaging, with all parts, hardware and accessories that came with it
- for food, treats, supplements, litter and grooming liquids: unopened, with the seal intact
If an item arrives at the returns center used, damaged by a pet, or without its original packaging, we will contact you first. We do not charge a restocking fee or make partial deductions; if a return cannot be accepted, we send the item back to you at our cost.
Damaged, faulty, or wrong item
If your order arrives damaged, faulty, or is not what you ordered, email support@xmastraditions.com within 30 days with your order number and photos of the problem and of the shipping label. We will send a replacement or a full refund, including the original shipping charge, and you will not need to pay anything. The return label is free in these cases too.
Exchanges
We exchange for a different size or color subject to availability. Email us and we will confirm what is available before you send the original item back.
Cancellations
You can cancel an order within 24 hours of placing it, for a full refund with no charge. After 24 hours the order has usually entered processing at the warehouse and can no longer be stopped, but you can still return it once it arrives.
Refund timing
- We issue your refund within 5–7 business days of the item arriving at the returns center and passing inspection.
- Your bank or card issuer then takes a further 3–10 business days to post the credit to your account. That part is outside our control.
Refunds go back to the original payment method. We cannot refund to a different card or account.
Returns address
14200 Central Ave, Chino, CA 91710 (third-party returns center)
Use this address only with a prepaid label we have issued to you.
Items we cannot take back
Gift cards, opened food, treats, supplements, litter or grooming liquids (unless they arrived damaged or wrong), and any item returned after the 30-day window has closed.
xmastraditions is operated by ZONIDY LIMITED, registered office Unit 2904-05, 29/F, Universal Trade Centre, 3 Arbuthnot Rd, Central, Hong Kong. This is a registered office address only — we do not operate a retail store, showroom, or warehouse at this address. Email support@xmastraditions.com or call +1 323-283-4525.