Online Returns Policy

1. Eligibility for Returns - We want you and your pets to be completely satisfied with your purchase. If you're not happy, you may return most items within 10 days of delivery, provided they meet the following conditions: Item is unused, unopened, and in original undamaged packaging; Item is not perishable, custom-made, or marked as non-returnable; Proof of purchase is provided (e.g., order number or receipt).
2. Non-Returnable Items - Due to hygiene and safety reasons, the following items cannot be returned: Opened pet food, treats, or supplements; Frozen or cold items; Grooming tools or bedding; Personalized items (e.g., engraved tags); Any liquids like shampoo, conditioner, cleaning sprays etc; Any medicines like tick, flea, and worm treatments.
3. Damaged or Incorrect Items - If your order arrives damaged or differs from the item you ordered: Contact us within 10 days of delivery; Provide photos of the item and packaging;nWe’ll offer a replacement, store credit, or a refund (including shipping).
4. How to Initiate a Return - Email us at [email protected]; Include your order number, item details, and reason for return; We’ll respond within 2 business days with next steps.
5. Return Shipping - Customers are responsible for return shipping costs unless the item is defective or incorrect; We recommend using a trackable shipping service that includes insurance; Ensure the items are packed securely as you will be liable for any damages during the return journey; Refunds are processed within 5–7 business days after we receive the item and all checks have been completed.
6. Refunds & Store Credit - Refunds are issued to the original payment method; Store credit may be offered on the discretion of Pet Thingz; Shipping fees are non-refundable unless the return is due to our error.
7. Exchanges - We do not offer direct exchanges. Please return the item and place a new order.