Last updated: June 25, 2025
At Petyzoom, customer satisfaction is our priority. We partner with trusted fulfillment providers around the world, and as such, our return and refund policy includes specific guidelines. Please review this policy carefully before placing your order.
Order Issues & Damaged Items
We accept returns only for defective or incorrect items. If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at support@petyzoom.com with the following information:
Your order number
A clear photo or video of the item and the issue
A brief description of the problem
Once the issue is verified, we will offer one of the following (based on availability and severity):
A replacement item
A full or partial refund
Returns & Exchanges
Due to our global fulfillment model, we are unable to accept returns for the following reasons:
Incorrect size
Change of mind
Personal preference
Returns will only be accepted for items that are defective, damaged, or incorrect. All returns must:
Be unused and in original packaging
Be approved in advance by our support team
Unauthorized returns will not be accepted or refunded.
Non-Returnable Items
We do not accept returns or issue refunds for:
Final sale or clearance items
Opened or used hygiene-related products (e.g., pet grooming tools)
Customized or made-to-order items
Items returned without prior authorization
Shipping & Handling Fees
If the item is defective or the error was ours, we will cover return shipping.
In all other cases, shipping and handling fees are non-refundable.
Original shipping charges are also non-refundable, unless the return is due to our error.
Refunds (If Approved)
Once your return is authorized or a defective item is confirmed:
Refunds will be issued to your original payment method
Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider
If you do not see the refund after this time, please check with your provider before contacting us
International Orders
For customers outside the U.S.:
Customs duties, VAT, or import taxes may apply based on your location
These charges are non-refundable and are the responsibility of the customer
Important Notes
Double-check your shipping address during checkout. We are not responsible for delivery issues due to incorrect or incomplete information.
Refused deliveries, unclaimed packages, or returns without approval may not qualify for a refund.
We reserve the right to deny returns that do not meet the above conditions.