At Pet Shop, we’re dedicated to making sure both you and your furry friends are completely satisfied with every purchase. Whether you’re shopping for cozy pet beds, fun toys, or essential accessories, we want your experience to be as joyful as a puppy with a new chew toy!

Shipping Information

Order Processing

We typically process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

We offer two convenient shipping methods to serve pet parents worldwide (excluding some remote areas in Asia):

  • Standard Shipping ($12.95): Delivered via DHL or FedEx, arriving within 10-15 business days after shipment
  • Free Shipping: Available for orders over $50, delivered via EMS with arrival in 15-25 business days after shipment

Our Hassle-Free Returns Policy

We understand that sometimes pet products don’t work out as planned. Maybe the bed isn’t the right size for your Great Dane, or your cat turns up their nose at that fancy toy. No worries – we’ve got you covered!

Return Policy Details

  • Returns and exchanges accepted within 15 days of receiving your order
  • Items must be unused, in original packaging, and in the same condition as received
  • Proof of purchase (order number or receipt) required

Non-Returnable Items

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

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

How to Return an Item

Returning an item is as easy as teaching your dog to sit! Just follow these steps:

Step 1: Contact Us

Email our friendly customer care team at [email protected] within 15 days of receiving your order. Use our handy template below to make the process quick and easy!

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]

Step 2: Wait for Approval

We’ll respond faster than a cat chasing a laser pointer – typically within 1-2 business days with return instructions and an RMA (Return Merchandise Authorization) number.

Step 3: Package Your Item

Securely pack the item in its original packaging with all tags still attached. Include a copy of your order confirmation.

Step 4: Ship It Back

Send the package to our return address (provided in your RMA email) using a trackable shipping method. Our return address is:

Pet Shop Returns
3066 Crowfield Road
Phoenix, US 85012

Note: Return shipping costs are the customer’s responsibility unless the return is due to our error.

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 our global pet parents (excluding some remote areas in Asia):

  • Return shipping costs are the customer’s responsibility
  • Customs fees and import duties are non-refundable
  • 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 shipping, returns, or exchanges. Contact us at:

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