Refund policy
Return & Refund Policy
We want you and your pet to love every purchase from PetlyShop. If something isn't right, we're here to help.
Return Eligibility
You may request a return within 14 days of receiving your order, provided the item is:
Unused and in its original condition
In the original packaging
Not a final sale or hygiene-related item (e.g. lick mats, water fountains)
How to Request a Return
Email us at support@petlyshop.com with your order number and reason for the return. We will respond within 2 business days with instructions.
Refunds
Once we confirm your return is eligible, we will process a refund to your original payment method within 5–10 business days. Please note that original shipping costs are non-refundable.
Damaged or Incorrect Items
If you received a damaged, defective, or wrong item, please email support@petlyshop.com within 48 hours of delivery with a photo of the issue. We will arrange a replacement or full refund at no additional cost to you.
Exchanges
We do not offer direct exchanges. If you would like a different product, please return the original item and place a new order.
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned once opened: water fountains, lick mats, and snuffle mats.
Contact Us
For any questions about your return or refund, please contact us at support@petlyshop.com.