Overview

We want you and your pet to be 100% satisfied with your purchase. Our refund and returns policy lasts 30 days. If 30 days have passed since your order was delivered, we typically cannot offer a full refund or exchange.

To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.

Non-Returnable Items

For hygiene and safety reasons, the following items are exempt from being returned:

• Pet grooming products (if used/opened).
• Pet food or treats (due to safety and freshness standards).
• Personalized or custom-made items.

Damaged or Defective Items (Priority Policy)

Because we source from quality-checked USA depots, we stand by our products. If your item arrives damaged, defective, or is missing parts, you do not need to return it.

1. Please email us at [Insert Email] within 3 days of delivery.
2. Include a photo or short video of the damage.
3. We will process a replacement or a refund immediately. This saves you the hassle of return shipping!

Refunds

Once we review your claim (and if a return is required, once it is received and inspected), we will notify you via email of the approval or rejection of your refund. If approved, a credit will be applied to your original method of payment within 5–10 business days.

Late or Missing Refunds

If you haven’t received a refund yet:

1. Check your bank account again.
2. Contact your credit card company; it may take time before your refund is officially posted.
3. If you have done this and still haven’t received your refund, please contact us at [Insert Email].

Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for a different size (e.g., a pet harness or sweater), please contact us at [Insert Email] to confirm eligibility. Note: The customer is responsible for return shipping costs for size exchanges.

Shipping Returns

If a return is required for reasons other than damage (e.g., a return for store credit), the customer is responsible for paying their own shipping costs.

• Shipping costs are non-refundable.
• If you are returning an item, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

A Note on Dropshipping

PetyHaven works with professional fulfillment centers across the USA to bring you quality pet supplies. Because our stock is held in specialized warehouses, please do not send items back to the manufacturer without first contacting our support team for the correct return address. Returns sent to the wrong location may not be processed.

Need help?

Contact us at [Insert Email] for questions related to refunds and returns. We are here to help!

Key Changes Made for Your Business:

1. The “Damage” Loophole: Added a clause that allows you to issue refunds for damaged items without requiring them to mail it back. This is industry-standard for dropshipping and saves you from paying return shipping fees for broken items.
2. Removed “Irrelevant” Items: Deleted the references to VHS tapes, newspapers, and records to make your policy look professional and relevant to a pet store.
3. Strict Return Address: Added a warning that they must contact you first. Since dropshipping warehouses have strict receiving protocols, sending a package back without a Return Merchandise Authorization (RMA) from you will lead to the warehouse refusing the package.
4. Defined “3 Days”: I set a 3-day window for reporting damaged items, which is standard for dropshipping suppliers (like CJ Dropshipping) to process claims. This protects you from claims made weeks later.