We want returns to be clear and straightforward without creating unnecessary shipping or handling. Please contact PetShipCo before sending any product back. Never mail a return to PetShipCo, the manufacturer, or the address on a package unless we have specifically authorized that destination for your order.
Return requests must be started within 30 days after delivery. To begin, use our secure contact form and choose Return or refund as the reason for contact. Include your order number, the item involved, the reason for the request, and photos or video when the item is damaged, defective, incorrect, or incomplete. This keeps your request organized and helps us respond faster without publishing our support email address.
If your order arrives damaged, defective, incorrect, or with an item missing, contact us within the 30-day window and keep the product and packaging until we finish reviewing the claim. We may offer a replacement, a full or partial refund, or other appropriate resolution. In many cases no physical return is required. If a return is required, we will provide the authorized return destination and instructions.
Eligible non-defective items may be accepted for return when requested within 30 days of delivery. Products must generally be unused, in new and resalable condition, with original packaging, tags, parts, and accessories. Customer-paid return shipping applies to ordinary change-of-mind returns. When a fulfillment or warehouse partner charges a repacking or restocking fee, up to 10% of the item price may be deducted from the refund.
Do not send an item back until PetShipCo has approved the return and supplied the correct return instructions.
For health, hygiene, and safety reasons, opened or used consumables, food, treats, supplements, hygiene-sensitive products, personalized items, and other products that cannot be resold may be final sale for change-of-mind reasons. These restrictions do not prevent you from contacting us when an item arrives damaged, defective, incorrect, or otherwise has a fulfillment problem.
Approved refunds are returned to the original payment method when possible. Original shipping charges are generally non-refundable for change-of-mind returns. Once PetShipCo issues a refund, your bank or payment provider may require additional processing time before the credit appears.
To keep order handling simple, we generally do not process direct exchanges. When a return is approved, you can place a new order for the preferred item, size, or color. For an incorrect or defective shipment, contact us first because a replacement may be available without a standard return.
