30-Day Free Trial
At PetPals, we want you and your cat to love your purchase. That’s why we offer a 30-day free trial period. If you’re not satisfied for any reason, you can request a return or refund within 30 days of delivery. (Excludes replacement parts and clearance items)

To start a return, simply contact our team at customerservice@petpalsgroup.com with your order information.

Clearance & Replacement Parts
Clearance items and replacement parts are final sale and are not eligible for exchanges, returns, or refunds unless a manufacturing defect is present. Please carefully review the size and compatibility of the part before placing your order.

If you’re unsure, our customer service team is happy to help you choose the correct part before purchasing. Contact us at customerservice@petpalsgroup.com for assistance.

Defective or Damaged Products
If your item arrives defective or damaged, please email customerservice@petpalsgroup.com with photos or videos showing the issue. Our team will review the information and provide a solution as quickly as possible.

Refunds
Once your return request is confirmed, your refund will be processed to your original payment method.

Please note that it may take several business days for the refund to appear in your account, depending on your bank or card provider.

Replacement Parts
Replacement parts are final sale and cannot be returned or refunded.

Shipping
Orders are typically processed and shipped within 4–7 business days. Delivery times may vary depending on your location.
At this time, we do not ship to Alaska, Hawaii, or locations outside the United States.