(1) Return Window
You may request a return for eligible items within 30 days of delivery (based on carrier delivery confirmation). Return authorization is required before sending items back.
(2) Eligibility Requirements
To be eligible for a return, all of the following must be true:
- Condition: unused, unwashed, and in resalable condition (no stains, hair buildup, chewing damage, odors, or wear).
- Parts included: all accessories included (if any), and the product is not cut/trimmed.
- Cleanliness: free of excessive pet hair, litter residue, food residue, or dirt.
- Packaging: original packaging included where possible (or equivalent protective packaging).
What is "resalable condition"for mats?
Resalable means the product is clean and free of visible use: no claw marks, cracks, curling from heat exposure, discoloration, lingering odors, or irreversible deformation. Folding/rolling that was part of original packaging is fine.
(3) Non-Returnable / Restricted Cases
- Used items: mats showing stains, pet hair buildup, chewing damage, or strong odors.
- Washed items: items that were washed/soaked and show wear or deformation beyond normal handling.
- Final sale: items marked "Final Sale"or "Non-Returnable"-
- Missing parts: missing accessories or packaging that prevents safe return shipping (case-by-case).
(4) How to Start a Return
- Email support@bdroot.com with your order number and item(s) you want to return.
- Tell us the reason for return and attach photos (required for damage/defects/wrong item).
- Wait for Return Authorization (RA) and return instructions (address + any customs guidance for international returns).
- Ship using a trackable method and keep your tracking number until the case is resolved.
(5) Return Shipping Fees
| Reason | Return Shipping | Notes |
|---|---|---|
| Change of mind / ordered wrong size | Customer | Original shipping fees are generally non-refundable unless required by law. |
| Wrong item shipped by us | xbdroot.com (case-by-case) | We may offer a replacement or refund. |
| Defective / damaged in transit (confirmed) | xbdroot.com (case-by-case) | We may offer replacement, partial refund, or full refund. |
International duties and taxes
Import duties/VAT paid to local authorities are typically not refundable by us. Depending on your jurisdiction, you may be able to apply for a refund with your customs authority.
(6) Refund Timeline & Method
- Inspection: refunds are processed after we receive and inspect the return.
- Processing time: typically 5-10 business days after inspection.
- Payment posting: your bank/payment provider may take additional time to post the credit.
- Partial refunds: may apply if items are returned with damage, stains, odors, or missing parts.
(7) Damaged, Wrong, or Missing Items
Contact us within 7 days of delivery with your order number and photos of: outer carton, shipping label, item, and any damaged areas. If parts are missing, include photos of the full set and packaging.
Examples of helpful photos
- Outer box with visible damage
- Shipping label (tracking + address area)
- Close-up of the affected mat corner/edge
- Overall photo showing the full mat shape
(8) Opened Items, Flattening, and Odor Notes
Mats may arrive rolled or folded. Minor curling or "new item" odor can be normal and typically reduces after airing out and flattening. These alone may not qualify as defects unless the issue is severe or persistent.
Flattening tips
- Roll the mat in the opposite direction for 30-60 minutes.
- Place a flat weight on corners/edges for 24-48 hours.
- Keep away from direct heat sources that can warp materials.
(9) Contact
Returns questions? Email support@bdroot.com.