Refund & Return Policy

At Petopia, we want you to be completely satisfied with your purchase. If you are not happy with your order, we're here to help. Please read our Refund & Return Policy below.

Returns

We accept returns within 30 days of receiving your order.

To be eligible for a return:

  • The item must be unused, unworn, and in its original condition.
  • The item must be returned in its original packaging.
  • Proof of purchase or your order confirmation is required.

Items returned without prior approval may not be accepted.

Non-Returnable Items

The following items cannot be returned:

  • Gift cards
  • Clearance or final sale items
  • Personalized or custom-made products
  • Used or damaged items not caused by shipping
  • Products returned without original packaging (where applicable)

Refunds

Once we receive and inspect your returned item, we will notify you of the status of your refund.

If your return is approved:

  • Your refund will be issued to your original payment method.
  • Refunds are typically processed within 5–10 business days, depending on your payment provider or financial institution.

Original shipping charges are non-refundable unless the return is due to our error or a defective item.

Damaged or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.

To help us resolve the issue quickly, please include:

  • Your order number
  • A description of the issue
  • Clear photos of the item and packaging

We will review your request and, if approved, arrange a replacement, refund, or another appropriate solution.

Exchanges

We currently do not offer direct exchanges. If you would like a different item, please return the eligible product (if approved) and place a new order.

Return Shipping

Unless the return is due to our mistake or a defective product, customers are responsible for return shipping costs.

We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items without tracking.

Order Cancellations

Orders may be canceled before they are processed or shipped.

If your order has already been shipped, it cannot be canceled and must follow the return process outlined in this policy.

Contact Us

If you have any questions regarding returns or refunds, please contact us:

Petopia
Email: petopiapetsupport@gmail.com

We are committed to providing excellent customer service and will do our best to resolve any concerns promptly and fairly.