Returns

Not fully satisfied with your product? No worries, we offer a free return policy within the first 30 days of your purchase. After 30 days of your purchase, we can no longer offer a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

 

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer. Fill in the customer service form or email us at operating@petpalsgroup.com and we will go help you get your return started!

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We offer free returns or exchanges for any defective or damaged products. To apply for a free defective/damaged product return, we require proof of defect in either photos or videos sent to operating@petpalsgroup.com. We will provide a return label for you to ship your product back to us.

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Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Refunds may take some time to appear back in your payment method depending on your bank's refund policies.

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Shipping

Our products are shipped within 4-7 days via  FedEx. To return your product, you should mail your product to 1100 N. Hellman Ave, Ontario, CA 91764, USA. If you want to return an item after our 30-day free return policy, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Returns due to defective or damaged products will not be charged for any shipping costs.

 

Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

We do not provide shipping services to the following two States, Alaska and Hawaii, and any other country outside the U.S.