Refund & Return Policy
Refund & Return Policy
Need help with a return or refund? Contact us at [support@pet-ease.co] and we'll take care of you.
Order Cancellation
We ship fast—so if you need to cancel, let us know as soon as possible.
| When You Request | What Happens |
|---|---|
| Within 12 hours (not yet shipped) | Full refund |
| After 12 hours (not yet shipped) | We'll do our best to cancel |
| Already shipped | Cannot cancel—see return policy below |
90-Day Return Policy
You have 90 days from delivery to request a refund or exchange.
Unused Products:
- Must be in original packaging
- Proof of purchase required
- Full refund issued
- Shipping Protection and Expedited Shipping are non-refundable once shipped
Used or Damaged Products: We don't accept physical returns on used items—but we still offer refunds. Email us with:
- Number of items used or damaged
- Photos showing the condition
Damaged or Defective on Arrival?
It happens. Email us within 90 days of delivery with photo proof, and we'll send a free replacement or full refund. We may request additional photos to verify.
Exchanges
Want a different item? Here's the fastest way:
- Return your current item
- Once accepted, place a new order
We don't cover shipping costs for returns or exchanges.
Return Shipping
- You are responsible for return shipping costs
- Contact us before sending anything—unapproved returns won't be accepted
- Do not require a signature for delivery (it slows things down)
- All items must be returned to qualify for a full refund (including free gifts)
Special Offers & Add-Ons
Received an exclusive add-on discount (like our 100th Customer Special)? Here's how returns work:
| What You Want to Return | Allowed? |
|---|---|
| Add-on only (keep original order) | ✅ Yes |
| Both original order + add-on | ✅ Yes |
| Original order only (keep discounted add-on) | ❌ No |
The add-on discount is tied to your original purchase. If you return the original, the promotional pricing no longer applies.
Wrong Address?
- Before shipping: Contact us and we'll update it
- After shipping: Contact the carrier directly to redirect. For USPS, use Package Intercept
Lost or Stolen Packages
If your package is marked as delivered but goes missing (porch pirates, etc.), we are not responsible. Refunds or replacements are at our discretion.
We recommend:
- Filing a report with your local post office
- Filing a police report
- Providing a secure delivery location
Failed Deliveries
| Situation | What We Do |
|---|---|
| First failed delivery | Free reshipment (after address verification) |
| Second failed delivery | No additional reshipment or refund |
| Rejected/refused delivery | No refund or reshipment |
Note: We cannot issue refunds on chargeback orders.
Contact Us
Questions? Email us at [support@pet-ease.co]