Shipping policy

REFUND & RETURN POLICY

Last Updated: May 31, 2026

At Petify Online, we want you and your furry friends to be completely satisfied with your purchase. If you are not entirely happy with your order, we are here to help. Please review our policy below regarding returns, refunds, and exchanges.

1. 30-DAY RETURN WINDOW

You have 30 days from the date your item was marked as delivered to request a return. If 30 days have gone by since your delivery, unfortunately, we cannot offer you a refund or exchange.

2. RETURN ELIGIBILITY

To qualify for a return, your item must meet the following criteria:

  • The item must be unused, unwashed, and in the same condition that you received it.

  • The item must be in its original packaging with all tags, inserts, and accessories included.

  • For hygienic and safety reasons, items that show signs of pet use (such as pet hair, odors, or bite marks) cannot be accepted for a return.

3. THE RETURN PROCESS

To initiate a return, please follow these steps:

  1. Contact our customer support team at aatra1310@gmail.com with your order number and the reason for the return.

  2. If your return is approved, we will provide you with the designated return shipping address of our quality control center.

  3. Please do not send your purchase back to the manufacturer or the address listed on the original shipping label. Orders returned without prior approval will not be processed.

4. RETURN SHIPPING COSTS

  • Customer Responsibility: Customers are responsible for paying their own shipping costs for returning items. Shipping costs are non-refundable.

  • Damaged or Incorrect Items: If the item arrives damaged, defective, or if you received the wrong product, please send us clear photographic or video evidence to aatra1310@gmail.com within 48 hours of delivery. In these cases, we will issue a full refund or send a replacement at no extra charge to you.

5. REFUNDS AND PROCESSING

  • Once your return is received and inspected by our warehouse team, we will send you an email to notify you that we have received your returned item and whether your refund is approved or rejected.

  • If approved, your refund will be processed automatically, and a credit will be applied to your original method of payment (Credit Card, PayPal, Stripe, etc.) within 5–7 business days.

6. ORDER CANCELLATIONS & MODIFICATIONS

Because our automated system processes and dispatches orders to our global fulfillment network immediately, we cannot guarantee cancellations or changes once an order has been placed. If you need to modify or cancel an order, please email us immediately, and we will do our best to accommodate if the order has not yet been processed.

7. CONTACT US

For any questions regarding returns or refunds, please reach out to us at: 📧 aatra1310@gmail.com