Refund and Returns Policy

Last updated: October 18, 2026

This Refund and Returns Policy applies to purchases made through https://chicagopetstore.shop/, the online store operated by SOFIA ENTERPRISES INC. under the customer-facing name Chicago Pet Store. The City of Chicago business license identifies the business under the trading name CHICAGO PET STORE & SUPPLIES, license number 2930253. In this policy, “we”, “us” and “our” mean SOFIA ENTERPRISES INC..

• Return address: 3938 W 26th St, Chicago, IL 60623, United States
• Returns and refund questions: support@chicagopetstore.shop or +1 773-847-5534, Monday–Friday, 10:00 AM – 5:00 PM Central Time (CT)

1. Return Window

You can return any item within 30 days of the date it was delivered, as shown in the USPS tracking. To start a return, contact us within those 30 days. If an order arrives in more than one package, the window for each item starts on the day that item is delivered.

You do not need to give a reason. You can return all or only some of the items in an order.

2. What Can Be Returned

Every product sold on our website can be returned. We have no final-sale or non-returnable items.

For a change-of-mind return, the item must be in the condition you received it:

• unused by your pet, so not chewed, scratched, torn, soiled or wet;
• complete, with every part it came with, for example all three balls of a ball set or the whole stick bundle;
• in its original packaging where possible. Opened packaging is fine.

Items that arrive damaged or defective, or that are not what you ordered, can always be returned whatever their condition. See section 7.

3. Return Costs

• Return shipping is free. We email you a prepaid USPS return label, so sending your return costs you nothing.
• No restocking fee. We never charge a fee to accept a return.
• No other deductions. We do not deduct handling, inspection or label costs from your refund.

4. How to Start a Return

1. Contact us within 30 days of delivery by email at support@chicagopetstore.shop, by phone at +1 773-847-5534 or through our Contact Us page. Give your order number and the items you want to return.
2. We confirm your return and email you a prepaid USPS return label addressed to our store, usually within 1 business day.
3. Pack the item securely, attach the label and drop the package at any post office or USPS collection point, or schedule a free USPS pickup.
4. We email you when your return arrives and again when your refund is issued.

Returns are by mail only. Please contact us before sending anything back so we can match the package to your order. Keep your USPS receipt until your refund arrives. Because you use our prepaid label, we are responsible for the package if USPS loses it.

Packing tips: use the original box if you have it, or any sturdy box with padding. Include all parts. Put a note with your order number inside, and cover any old labels or barcodes on the box.

Alaska, Hawaii and APO/FPO/DPO addresses: the same 30-day window and free prepaid label apply. If the label cannot be used at your location, contact us and we will arrange another way to send the item back at no cost to you.

Return address: SOFIA ENTERPRISES INC. (Chicago Pet Store), 3938 W 26th St, Chicago, IL 60623, United States.

5. Refunds

When your return arrives, we check it against your order and issue your refund to your original payment method within 7 days of receiving the package. We email you when the refund is issued.

• Item price and tax: we refund the full price you paid for each returned item, plus any sales tax you paid on it.
• Shipping charge on change-of-mind returns: the flat shipping rate you paid for delivery is not refunded when you return items because you changed your mind. Return shipping is still free.
• Shipping charge on our errors: if an item was damaged, defective or not what you ordered, we refund the shipping you paid for the order as well, together with any tax on it.
• How it is paid: refunds go back to the card used for the order. We do not refund as store credit, gift cards or cash.
• When you see it: after we issue the refund, your card issuer may take a few more business days to show it on your statement.

Example: you order two toys and pay the $8.99 flat shipping rate. If you change your mind about one toy and return it, we refund that toy’s price and the tax on it, and the return label is free. If one toy arrives damaged instead, we refund or replace that toy and also refund the $8.99 shipping and the tax on it.

If a returned item does not meet the conditions in section 2, we will contact you before doing anything else. We will never reduce your refund without telling you first. If we cannot accept the item, we will send it back to you at our cost.

6. Exchanges

To get a different item, return the original for a refund under this policy and place a new order for the item you want. That way the new item ships right away instead of waiting for your return to reach us.

7. Damaged, Defective or Wrong Items (Limited Warranty)

SOFIA ENTERPRISES INC., 3938 W 26th St, Chicago, IL 60623, United States, gives the original purchaser this limited warranty. If an item arrives damaged, has a manufacturing defect, or is not the item you ordered, contact us within 30 days of delivery at support@chicagopetstore.shop or +1 773-847-5534. Please include your order number and, if possible, a photo of the item and its packaging. At your choice, we will send a replacement at no charge or give you a full refund, including the shipping and tax you paid. You never pay for return shipping, and in some cases we will not need the item back.

This warranty does not cover normal wear from play, or damage caused by chewing, scratching or misuse. Pet toys wear out with use; please check toys regularly and replace them when worn, as described in our Terms of Service.

This limited warranty does not limit any implied warranties you have under the law. It gives you specific legal rights, and you may also have other rights that vary from state to state.

8. Order Cancellations

You may cancel your order at no charge at any time before it ships by contacting us by email or phone. We refund cancelled orders in full, including shipping and tax, to your original payment method within 7 days. If your order has already shipped, you can return it under this policy once it arrives.

9. Refused or Undeliverable Packages

If a package is returned to us because the address was incomplete or incorrect, or because it was not collected from the post office, we will contact you and, at your choice, ship it again at no additional shipping charge or refund the full amount of your order within 7 days of the package arriving back at our store. See our Shipping Policy.

10. Gifts

A gift can be returned by the person who placed the order, under this policy. The refund goes to the payment method used for the order.

11. Late or Missing Refunds

If you have not received your refund within 7 days of your return being delivered to us, please check with your card issuer first, then contact us at support@chicagopetstore.shop and we will look into it right away. We encourage you to contact us before opening a dispute with your bank, as we can usually resolve the problem faster.

12. Changes to This Policy

We may update this Refund and Returns Policy from time to time. The “Last updated” date at the top shows when it last changed. The version shown on our website when you place your order applies to that order.

13. Contact Us

• Legal business name: SOFIA ENTERPRISES INC.
• Store name: Chicago Pet Store
• Trading name on city business license: CHICAGO PET STORE & SUPPLIES (City of Chicago license No. 2930253)
• Store and return address: 3938 W 26th St, Chicago, IL 60623, United States
• Phone: +1 773-847-5534
• Email: support@chicagopetstore.shop
• Customer support hours: Monday–Friday, 10:00 AM – 5:00 PM Central Time (CT)