Refund policy

Last updated: July 20, 2026

At Pethood, we want you and your pet to be happy with every order. Please read our policy below.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or is not what you ordered, we've got you covered. Contact us at pethoodcustomercare@shopethood.com within 30 days of delivery with your order number and a photo of the issue, and we'll make it right with a full refund or a free replacement. You will not need to return the item.

Change-of-Mind Returns

Because our items ship directly from our fulfillment partners, return shipping often costs more than the product itself. For this reason, we are generally unable to accept returns for change-of-mind on standard items. In some cases, we may be able to offer a partial refund or store credit at our discretion — please reach out and we'll do our best to help.

For higher-value furniture-style items (such as pet beds, perches, and enclosures), we may be able to accept a return on a case-by-case basis if you contact us within 14 days of delivery and the item is unused and in its original condition. In these cases, return shipping is the customer's responsibility or may be deducted from the refund amount.

How to Start a Request

All refund and return requests must be started by contacting us first at pethoodcustomercare@shopethood.com. Please do not ship any item back without contacting us — returns sent without prior approval cannot be processed. Once your request is approved, refunds are issued to your original payment method.

Once your request is approved, refunds are processed within 5–10 business days. For higher-value items requiring a return, refunds are processed within 5–10 business days of us receiving the returned item. Please note it may take additional time for your bank or card issuer to post the refund to your account.

Restocking Fees: We do not charge any restocking fees on returns or refunds.