Shipping & Returns

Free Shipping

Orders over $69 ship free via FedEx Ground to the 48 contiguous United States. We do not ship to Alaska, Hawaii, Puerto Rico, U.S. Virgin Islands, APO/FPO, P.O. Boxes, or international addresses at this time.

Where We Ship From

All orders ship from our U.S. warehouses Buford, GA into Pendergrass, GA.

Processing & Delivery Time

• Processing: ~ 1 business day in our warehouse.

• Transit time: typically 3–5 business days after dispatch. Certain East Coast addresses may take a little longer.

• Weekends/Holidays: Orders placed on weekends or U.S. holidays ship the next business day.
  

Heads-up: Large items may ship in multiple boxes and could arrive on different days.

Order Tracking

You’ll receive a tracking email once your order ships. You can also track here any time:
FedEx Tracking: Tracking link

Changing or Cancelling an Order

• If your order has not been processed yet, we’ll do our best to modify or cancel it—email pet@ibiyaya-usa.com.

• If the order has already shipped, please do not accept the package and refer to our Return Policy for next steps.

• Address Change After Processing: If you request to change the shipping address after your order has already been processed, a $27 rerouting fee will apply.

Return Policy

We accept returns within 30 days of confirmed delivery.

To be eligible for a return, the item must:

1. Be unused and in its original condition
   
2. Include all original packaging, accessories, manuals, and components
   
3. Be returned with proof of purchase
   

All returns are subject to inspection and approval.

Return Shipping

• Customers are responsible for return shipping costs unless the return is due to:
  
• A confirmed manufacturing defect
  
• A shipping error on our part
  

In cases of verified defects or errors, we will provide return shipping instructions at no cost to the customer.

Non-Eligible Returns

The following items are not eligible for return:

• Products showing signs of use, damage, or alteration
  
• Items returned without original packaging or missing components
  

Refund Process

Once the returned item is received and inspected, and the return is approved, a refund will be issued to the original method of payment within 3–5 business days. Please note that the exact timing may vary depending on your financial institution’s processing times.

Shipping charges are non-refundable unless the return is due to our error.

How to Start a Return

Please contact our customer service team at pet@ibiyaya-usa.com prior to returning any item to receive proper return authorization and detailed return instructions. Returns sent without prior authorization may not be accepted.