PetPal Return & Refund Policy
Effective Date: August 10, 2025
At PetPal, your pet’s health and happiness are our top priorities. We stand behind the quality of our products and want you to be completely satisfied with your purchase. If something isn’t right, we’re here to help.
Policy Quick Guide
| Product Type | Return Window & Policy |
| Perishable Goods (Food, Treats, Chews, Supplements) | 7 days from date of delivery. Satisfaction guaranteed. |
| Non-Perishable Goods (Toys, Leashes, Bowls, etc.) | 14 days from date of delivery. Must be in new, unused condition. |
Perishable Goods: 7-Day Satisfaction Guarantee
We understand that pets can be picky or that a product might not meet your expectations. Our 14-day guarantee covers all perishable items, including:
- Dry and wet pet food
- Treats and biscuits
- Dental chews
- Supplements
You are eligible for a full refund or replacement if you experience any of the following within 14 days of delivery:
- Satisfaction: Your pet will not eat the food or treat.
- Quality Concerns: The product appears to be off in color, texture, or scent.
- Damaged or Spoiled: The packaging arrived open, torn, or the product is spoiled.
- Incorrect Item: You received a different item than you ordered.
No Need to Return Perishables: For health and safety reasons, we do not accept physical returns of opened or unopened perishable goods. Simply contact our customer service team, and we will process your refund or replacement after verifying the issue, which may require a photo.
Non-Perishable Goods: 14-Day Returns
For non-perishable items like toys, leashes, collars, beds, and bowls, we accept returns within 30 days of delivery.
- To be eligible for a full refund, items must be returned in new, unused condition with all original tags and packaging intact.
- Items returned in a used, damaged, or unsellable condition may be subject to a partial refund or may be ineligible for a refund.
How to Initiate a Return or Refund
- Contact Us: Please email our support team at
shop@petpal.comwith your order number and the name of the product you wish to return. - Explain the Issue: Briefly describe the reason for the return. For perishable items, please attach a clear photo of the product and its packaging, showing the issue if possible (e.g., damage, expiration date).
- Receive Instructions:
- For perishable items, we will confirm your refund or replacement once we have reviewed the details. You will be instructed to safely dispose of the item.
- For non-perishable items, we will provide you with a prepaid shipping label and instructions on how to send the item back to us.
Refunds
Once your return is approved, a refund will be issued to your original method of payment within 5-7 business days. We will notify you by email once the refund has been processed.
Exclusions
The following items are final sale and not eligible for return or refund:
- Prescription pet food and medications (unless damaged or incorrect).
- Customized or personalized items.
- “Final Sale” or clearance items.
We appreciate your business and thank you for trusting PetPal with your pet’s needs. If you have any questions about this policy, please don’t hesitate to contact us.