Refund policy

Last updated 9 November 2026.

The short version

You have 30 days from the delivery date
Return shipping is free: we email you a prepaid label
No restocking fee
The original $7.95 shipping charge is not refunded on a change of mind
We issue the refund 5-7 business days after the returns warehouse receives the parcel

Your return window

You may return an item within 30 days of the date the parcel was delivered to you, not the date you ordered. Tracking tells us the delivery date, so you do not have to prove it.

Condition

If you simply changed your mind, the item must be unused, must not have been chewed, scratched or played with by a pet, and must come back in its original packaging with everything that came with it. A toy or bed a pet has used cannot be resold, so it cannot be accepted as a change-of-mind return.

If the item arrived faulty, damaged, or is not what you ordered, none of that applies. Send us a photo and we will fix it.

How to start a return

Email support@winterrealmx.com with your order number and the item you are returning. For a faulty or wrong item, attach a photo.
We reply with a prepaid return label, usually within 24 hours.
Pack the item in its original packaging, put the label on the outside of the shipping box, and drop it off.

Please do not send a parcel back without emailing first. Without a return on file we cannot match the parcel to your order.

Who pays

We do. The return label is free and there is no restocking fee.

Original shipping charge

If you are returning because you changed your mind, the $7.95 shipping you paid on the original order is not refunded. If the item was faulty, damaged or incorrect, you are refunded in full including that charge.

Exchanges

We exchange for a different size or a different color of the same product, subject to availability. Tell us in your first email which size or color you would like and we will hold it where we can.

Return address

9550 Satellite Blvd Ste 150, Orlando, FL 32837, United States.

This is our returns warehouse. It is not a store and it is not our registered business address.

Refund timing

We issue the refund within 5 to 7 business days of the returns warehouse receiving and checking your parcel. Your bank or card issuer then needs a further 3 to 10 business days to post the money back to your account. That second stage is outside our control.

Refunds go back to the original payment method. We cannot refund to a different card or account.

Cancelling an order

You can cancel within 24 hours of placing the order, and we refund in full. After 24 hours the order is with the warehouse and has to run its course as a return.