Return window
For eligible items, contact us within 30 days of delivery to request a return. Items must be unused, unassembled, in their original packaging, and accompanied by proof of purchase.
Return shipping is the customer's responsibility. Eligible returns are subject to a 20% restocking fee. These charges do not apply when an item arrives damaged, defective, or incorrect.
Certain brands, oversized items, custom products, and special-order products may have different terms or be non-returnable. Contact us before ordering if you are unsure.
Personalized and made-to-order items
Personalized name plates, plaques, signs, and other custom-made items are final sale. Please check names, spelling, font, finish, and size before placing your order. We produce the details you submit.
We will replace or refund a personalized item at no cost if we made it differently from your order, it arrived damaged or defective, or it was lost in transit. If you notice a mistake in your order, email us promptly. We can change it at no cost if production has not started.
Other non-returnable items
- Used or worn items
- Custom-made or built-to-order products
- Clearance items marked final sale
Damaged or incorrect orders
Inspect your order when it arrives. Email us as soon as possible if something is damaged, defective, or incorrect. Include your order number and photos of the item and packaging so we can make it right.
How to start a return
- Email hello@petsupplyshoppe.com with your order number and reason for the return.
- We will reply with instructions, usually within one business day.
- Once approved, send the item back as directed. Returns sent without prior approval may not be processed.
Exchanges and cancellations
For an eligible exchange, contact us first. The fastest option is often to return the original item and place a new order once the return is approved.
Standard orders may be canceled within 24 hours if they have not shipped. Personalized items may be canceled or changed only before production begins. Email us promptly if you need to make a change.
Refunds
After we receive and inspect an approved return, we will email you the outcome. Approved refunds are sent to the original payment method, typically within 5–10 business days. Your bank may take additional time to post the refund. Original shipping charges are refunded when the return is due to our error.
Questions? Email hello@petsupplyshoppe.com.