Refund policy
Strata Pacifica Refund & Return Policy
Thank you for shopping at Strata Pacifica! We take great pride in curating unique, high-quality holiday items and essentials for your beloved pets.
Because our collections are highly seasonal and shipped directly from our global manufacturing partners to offer you the best possible value, our return guidelines are structured as follows:
1. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or if you receive the wrong product, we want to make it right immediately for your furry friend!
- Timeframe: You must report any damages or defects within 14 days of delivery.
- How to Report: Please email our support team at support@stratapacifica.com with your order number and a clear photo or video showing the issue.
- Resolution: Upon verification, we will immediately ship a brand-new replacement completely free of charge, or issue a full refund. You do not need to mail the damaged item back to us.
2. Holiday & Seasonal Items (Buyer's Remorse)
Due to the time-sensitive nature of our Q4 holiday collections (including seasonal pet costumes, themed bandanas, and holiday toys), we cannot accept returns or issue refunds for change-of-mind purchases or buyer’s remorse once an item has shipped. We kindly ask that you review all product descriptions, sizing charts, and shipping windows carefully before completing your order.
3. Order Cancellations
Orders can only be canceled within 12 hours of purchase, as our automated sorting system instantly routes orders to our global fulfillment partners to ensure the fastest possible holiday delivery. Once an item has been processed and shipped, it cannot be canceled or recalled.
4. Packages Lost in Transit
All Strata Pacifica shipments include full door-to-door tracking. If your package passes its maximum estimated holiday delivery window and is officially declared lost by the postal carrier, a full replacement or refund will be issued immediately.