Support Center


Last Updated: Oct 18, 2015 10:36AM EDT

Your pet may be picky, but 99% of the time they will love their Hepper with just a little time to get used to it! 



Please inspect your Hepper® items BEFORE letting your pets get in/on/near them.


Sealed, New Items

Did you change your mind? Maybe the color doesn't match your decor? No worries!

Returns accepted for full refund or exchange.  

Email us within 7 days of receiving your products to get a new item Return Authorization.


Open, Used Items

1000's of cats and their parents love their Hepper products, but if you and your pet are not one of them, it's OK!

Returns accepted for refund or exchange (less shipping). 

Email us within 30 days of receiving your products to get a used item Return Authorization.

If your order was shipped with "Free Shipping" (no charge to you), we will deduct $6.99 from your refund amount to help cover our outbound shipping costs.  Please understand we are only trying to cover a portion of our shipping costs, which sometimes cost us as much as the item itself!  

Please note that sale items are returnable for credit only.

More Return Info


If any Hepper Product has defects in materials and workmanship, it may be returned for credit or refund.  Email us to alert us to the issue and we will work with you to solve the problem.

Returns without prior authorization provided by Hepper, LLC will not be accepted. Items returned to our warehouse will not be accepted (our return address is different).

Sealed, New and Open, Used status will be determined by Hepper, once we inspect the returned items.

All of the following conditions must be met for a return to be accepted:

  • The item must have been purchased directly from "hepper.com".
  • The item must have a prior return authorization provided by Hepper, LLC. Email us to get an RA number!
  • The item must be in all of its original packaging and contain all of the included parts.
  • After 30 days of the date of receiving your order Hepper, LLC has the right to refuse a return request, but we're reasonable here - just email us and we can work everything out!
Use the Email Us link to the right --------->>>>> to contact us with any requests.

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