Contact Us

Please include your order number and the email address used during checkout when contacting us. Providing these details helps our team locate and review your purchase more efficiently.

If your item arrives damaged, defective, incomplete, incorrect, or materially different from the product description, please contact us promptly.

Because Hartvenix™ offers pet toys and everyday enrichment products, product materials, packaging, and protective components may vary by item.

Please include:

• Your order number.
• A clear description of the issue.
• Relevant photographs or videos, where appropriate.
• A photograph of the shipping label and exterior packaging.

After the issue has been reviewed and confirmed, we will provide an appropriate replacement, reshipment, refund, or return solution at no additional cost for an error attributable to us.

Please note: Minor differences in color tone, texture, stitching, dimensions, or material finish may occur between pet toys. These variations are not necessarily considered defects. Please contact us if an item is materially different from its description.

Please contact our customer-support team before shipping any merchandise back to us.

Do not automatically send returns to our registered business address. Once your return request has been reviewed and approved, customer support will provide the appropriate return warehouse address and return instructions.

We aim to respond to customer inquiries within 24 hours. Requests requiring further investigation with a shipping carrier, payment provider, fulfillment partner, return facility, or another relevant service provider may require additional review time.