At PetShack, your satisfaction is our top priority. If you're not completely happy with your purchase, we're here to help.
Returns
We accept returns within 30 days of receiving your order. To be eligible for a return, your item must:
- Be unused and in its original condition.
- Be returned in its original packaging.
- Include all accessories and documentation, if applicable.
Items that show signs of use, damage caused by the customer, or are returned without original packaging may not qualify for a refund.
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned unless they arrive damaged or defective:
- Opened pet food or treats
- Grooming and hygiene products
- Personalized or custom-made items
- Gift cards
- Clearance or final sale items
Damaged or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery. Include your order number and clear photos of the item so we can resolve the issue as quickly as possible.
Refunds
Once your returned item is received and inspected, we'll notify you of the status of your refund.
If approved, your refund will be issued to your original payment method. Depending on your bank or payment provider, refunds typically appear within 5–10 business days.
Exchanges
We only replace items that are defective, damaged, or incorrect. If you need an exchange, please contact our customer support team.
Return Shipping
If the return is due to a damaged, defective, or incorrect item, we'll cover the return shipping costs.
For all other returns, customers are responsible for return shipping unless otherwise stated during a promotion.
Order Cancellations
Orders may be canceled before they are processed or shipped. Once an order has been dispatched, it can no longer be canceled and must follow our standard return process.
Need Assistance?
If you have any questions regarding returns or refunds, our customer support team is happy to help. Contact us through our Contact Us page, and we'll respond as quickly as possible.
Thank you for shopping with PetShack. We appreciate your trust and are committed to providing you with a safe, reliable, and enjoyable shopping experience.