Policy

Returns & refunds

Happy pets or money back — within 30 days, no hoops. That's the whole thing.

🐾

The PetTok Shop guarantee

If your pet doesn't love it, we make it right. Not because we have to — because it's the right thing to do. Email us, tell us what happened, and we'll sort it. Refund, replacement, store credit — your call.

Return window

PetTok Shop offers a 30-day return window from the date your order is delivered. If anything isn't right, email us within those 30 days and we'll make it right — refund, replacement, or store credit, your call.

Past 30 days? Still worth reaching out. We review every message on its own merits — see the "Condition of items accepted" section below for the kinds of situations we handle case by case.

Initiating a return

Step 1: Email us within 30 days of receiving your order, with your order number and what didn't work. A photo helps but isn't required — especially if your pet consumed the evidence.

Step 2: We'll send you instructions. For most returns, you keep the item and we process the refund. For large items, we may ask you to ship it back — we'll cover the cost in that case.

Step 3: Refund hits your original payment method within 5–7 business days after we process it.

Condition of items accepted

✓
Always accepted
  • Product arrived damaged or defective
  • Wrong item sent
  • Pet won't eat it or play with it
  • You changed your mind (we get it)
  • Item doesn't match the description
?
Case by case
  • Item used but not satisfied — contact us, we'll figure it out
  • Past 30 days — still worth reaching out
  • Opened treats/food — depends on the product, but ask anyway
✗
Not eligible
  • Items purchased from third-party sellers (check before you buy)
  • Products altered or damaged by the buyer

Refund timeline

Once we process your return, refunds go back to the original payment method within 5–7 business days. If you paid with a card, it may take an additional 3–5 days for your bank to post it. If you need it faster, let us know and we'll see what we can do.

If 10 business days have passed and you haven't seen your refund, contact us — we'll follow up with the payment processor directly.

Exchanges

Need a different size, flavor, or product entirely? Skip the return process. Email us with your order number and what you need instead. We'll get the right item to you and handle the rest.

Return shipping address

If we ask you to ship an item back, send it to the address below. We'll include the exact address in the return instructions email we send for your order.

To be confirmed — pending supplier Pet Stores USA. (Placeholder — replace with the confirmed return address before publishing.)

[Supplier Name]
[Street Address]
[City, State ZIP]

Until this address is confirmed, customers should not ship items back unsolicited. Email us first so we can issue the right instructions for your order.

Start a return or exchange: Email us.