At Pet Shop, we want you and your furry friends to be completely happy with every purchase. If something isn’t quite right with your order of pet beds, toys, or accessories, our hassle-free returns process is here to help!

Our Return Policy

We accept returns and exchanges within 15 days of receiving your order. To be eligible for a return:

  • Items must be unused, in their original packaging, and in the same condition as received
  • Proof of purchase is required (order number or receipt)
  • Some items may not be eligible for return (see below)

Non-Returnable Items

For health and safety reasons, we cannot accept returns on the following products:

  • Chew Toys (opened packages)
  • Catnip Toys (opened packages)
  • Bowls & Feeders (used items)
  • Cleaners & Deodorizers (opened containers)

How to Return an Item

Follow these simple steps to return or exchange your pet product:

  1. Contact Us: Email our customer care team at [email protected] within 15 days of receiving your order. Use our return request template below to make the process quick and easy.
  2. Wait for Approval: We’ll respond within 1-2 business days with return instructions and an RMA (Return Merchandise Authorization) number.
  3. Package Your Item: Securely pack the item in its original packaging with all tags still attached. Include a copy of your order confirmation.
  4. Ship It Back: Send the package to our return address (provided in your RMA email) using a trackable shipping method. Return shipping costs are the customer’s responsibility unless the return is due to our error.

Return Request Email Template

Subject: Return Request for Order #[Your Order Number]

Dear Pet Shop Team,

I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details:

  • Product Name: [Product Name]
  • Reason for Return: [Reason – e.g., wrong size, defective, etc.]
  • Preferred Resolution: [Refund/Exchange – if exchange, specify preferred item]

Please let me know the next steps. Thank you!

Best regards,
[Your Full Name]
[Your Email Address]
[Your Phone Number]

Refund Process

Once we receive and inspect your return:

  • Refunds will be processed within 3-5 business days
  • Your refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping costs are non-refundable unless the return is due to our error
  • For exchanges, we’ll ship your new item as soon as we process the return

Damaged or Defective Items

If your pet product arrives damaged or defective:

  • Contact us immediately at [email protected] with photos of the damage
  • We’ll arrange for a replacement or refund at no additional cost to you
  • In some cases, we may ask you to return the damaged item, but we’ll cover all shipping costs

International Returns

For customers outside the United States:

  • Return shipping costs are the customer’s responsibility
  • Customs fees and import duties are non-refundable
  • Please note that returns may take longer to process due to international shipping times

Need Help?

Our customer care team is ready to assist with any questions about returns or exchanges. Contact us at:

Email: [email protected]
Mail: 3066 Crowfield Road, Phoenix, US 85012

We typically respond faster than a cat chasing a laser pointer!

Thank you for shopping at Pet Shop. We appreciate your business and want to ensure every purchase brings joy to you and your pets!