Refund policy

Your happiness — and your pup's wagging tail — means the world to us. We stand behind every product we sell, and if something isn't quite right, we'll do everything we can to make it better. Here's our simple, no-stress return process.

Our 30-Day Return Window You have 30 days from the date your order is delivered to request a return. We start the clock from the delivery date shown in your tracking, not the order date — that way you get the full 30 days.

Return Eligibility To be eligible for a return, your item must be:

  • Unused and in the same condition you received it
  • In its original packaging (with all tags, manuals, or accessories included)
  • Accompanied by proof of purchase (order confirmation email or receipt)

Items that show signs of use, wear, pet damage, or are missing parts may be denied a refund or only qualify for a partial refund at our discretion.

Non-Returnable Items For health, hygiene, and safety reasons, the following items cannot be returned:

  • Perishable goods (pet food, treats, chews)
  • Personalized or custom-made products
  • Opened hygiene or grooming items (brushes, toothbrushes, ear cleaners, etc.)
  • Final sale or clearance items (clearly marked at the time of purchase)
  • Gift cards

How to Start a Return Returning an item is easy. Just follow these steps:

  1. Email us at support@thepetzzy.com with the subject line "Return Request — [Your Order Number]"
  2. Include your order number, the item(s) you'd like to return, and the reason for the return
  3. We'll respond within 1–2 business days with a Return Authorization (RA) number and detailed return instructions
  4. Pack the item securely in its original packaging
  5. Ship the item back to the return address we provide (please include your RA number on the package)

Please note: returns sent without prior authorization may not be accepted.

Refund Processing Once we receive your return, our team will inspect it within 2–3 business days. We'll send you an email to let you know whether your refund has been approved.

If approved, your refund will be processed within 5–7 business days back to your original payment method. Please keep in mind that your bank or credit card company may take an additional 3–10 business days to post the refund to your account.

Partial Refunds In some cases, partial refunds may be granted for:

  • Items returned with signs of light use or wear
  • Items missing original packaging or accessories
  • Items returned after the 30-day window (granted at our discretion)

Exchanges If you received a defective or damaged item, we're happy to exchange it for the same product. Simply email us at support@thepetzzy.com with:

  • Your order number
  • A clear photo of the defect or damage
  • A brief description of the issue

We'll send out a replacement as quickly as possible at no extra cost.

For exchanges due to wrong size, color, or change of mind, please follow the standard return process and place a new order for the item you'd like.

Return Shipping Costs Customers are responsible for return shipping costs in most cases. However, we'll cover the return shipping if:

  • The item arrived damaged or defective
  • You received the wrong item
  • We made an error with your order

For all other returns, we recommend using a trackable shipping method, as we can't be responsible for items lost in transit on their way back to us.

Late or Missing Refunds If you haven't received your refund after 10 business days from our approval email:

  1. Check your bank account or credit card statement again
  2. Contact your bank or credit card company — refunds often take a few extra days to post
  3. Still nothing? Reach out to us at support@thepetzzy.com and we'll investigate right away

Gifts If the item was marked as a gift when purchased and shipped directly to you, you can return it for store credit. Just email us with the order number (or the name of the person who purchased it) and we'll guide you through the process.

Order Cancellations You can cancel your order within 1 hour of placing it by emailing support@thepetzzy.com. After that, your order may already be in processing and we may not be able to cancel it. If your order has already shipped, please follow our standard return process once it arrives.

Contact Us Have questions or need help with a return? We're here for you.

  • Email: support@thepetzzy.com
  • Phone: +1 (323) 366-5142
  • Address: 10385 San Sevaine Way, Suite B, Jurupa Valley, CA 91752, US