Refund policy
Return & Refund Policy
Last updated: July 2, 2026
At PetHomeGoodsUSA, we want every order to arrive clearly, safely, and as expected. If something is not right with your order, please contact us and we will review the next step.
This policy explains how returns, exchanges, and refunds are handled for orders placed through our website.
1. Return Window
You may request a return within 30 days of delivery.
To start a return, please contact us before sending any item back. Returns sent without prior approval may not be accepted.
2. Return Eligibility
To be eligible for a return, the item must be:
Unused and in the same condition that you received it.
Clean, free from pet hair, odor, stains, scratches, chewing marks, or signs of use.
Returned with its original packaging, tags, manuals, accessories, charging cables, parts, and any included components.
Supported by proof of purchase, such as an order confirmation or order number.
Items that are damaged due to misuse, improper setup, pet chewing, scratching, washing against care instructions, or negligence are not eligible for return.
3. Smart Pet Products and Device Returns
For smart pet care products, health monitoring items, app-connected products, cameras, feeders, trackers, or other electronic products, the item must be returned with all included accessories, manuals, charging cables, adapters, and packaging.
If the product connects to an app or account, please remove personal information and disconnect the product from your app or account before returning it when possible.
Smart pet products are designed to support daily observation and care routines. They are not medical devices and do not replace veterinary advice.
4. How to Start a Return
To start a return request, please email us at:
Please include:
Your order number
The email address used at checkout
The product name
The reason for the return
Clear photos if the item arrived damaged, incorrect, defective, or missing parts
After reviewing your request, we will provide the return instructions and the return shipping address if your return is approved.
Please do not send returns to any address before receiving return instructions from our support team.
5. Damaged, Incorrect, or Missing Items
If your item arrives damaged, incorrect, or missing parts, please contact us as soon as possible after delivery at:
Please include your order number and clear photos of the item, packaging, shipping label, and any damaged or missing part area.
If the issue is confirmed, we may offer a replacement, replacement part, exchange, refund, or another appropriate resolution depending on the situation.
6. Return Shipping
Return shipping is the responsibility of the customer unless the item arrived damaged, defective, incorrect, or missing required parts.
We recommend using a trackable shipping method. PetHomeGoodsUSA is not responsible for return packages that are lost, delayed, or damaged in transit.
Original shipping fees, if any, are non-refundable unless the return is due to our error or a confirmed product issue.
7. Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved or rejected.
If approved, your refund will be processed to your original method of payment within 7–10 business days.
Please note that your bank or payment provider may need additional time to post the refund to your account.
8. Exchanges
If you would like to exchange an item, please contact us at:
Include your order number, the product you received, and the item you would like instead.
Exchanges are subject to product availability. If the requested replacement is unavailable, we may offer a refund, store credit, or another suitable option.
9. Non-Returnable Items
The following items cannot be returned unless they arrived damaged, defective, incorrect, or missing required parts:
Final sale items
Gift cards
Customized or personalized products
Items that have been used, washed, worn, chewed, scratched, stained, or exposed to pet odor
Products returned without original parts, packaging, manuals, accessories, or proof of purchase
For hygiene and safety reasons, used pet products may not be eligible for return.
10. Late or Missing Refunds
If your refund has been approved but you have not received it after 10 business days, please:
Check your bank account again
Contact your credit card company or payment provider
Contact your bank, as processing times can vary
If you have completed these steps and still have not received your refund, please contact us at:
11. Order Cancellations
If you need to cancel an order, please contact us as soon as possible at:
We can only cancel an order if it has not yet been processed or shipped.
If your order has already been processed or shipped, it may need to be handled as a return after delivery.
12. Contact Us
For return, refund, exchange, damaged item, missing part, incorrect order, or product support questions, please contact us at:
Please include your order number and any relevant photos or product details so our team can review your request more accurately.