Refund policy

At The Pet Store, we design our cat bowls and dog bowls to hold up to daily use, and we want you to feel good about every order. If something isn't quite right, we've kept our return process straightforward and easy to follow.

1. Return Window

You have 30 days from the date your order is delivered to request a return. Once that window closes, we're no longer able to offer a refund or exchange.

2. What Qualifies for a Return

For a return to be accepted, the item needs to be:

  • Unused
  • Sent back in its original packaging
  • Complete with any tags, accessories, or inserts it came with
  • Accompanied by proof of purchase or your order confirmation

Items that don't meet these conditions may not be approved for return.

3. Return Shipping

Whether your bowl arrived damaged, isn't what you ordered, or you've simply changed your mind, return shipping is arranged and covered by the customer. Any shipping costs involved in sending the item back are non-refundable.

4. Restocking Fees

We don't charge a restocking fee on any returns.

5. Starting a Return

Getting a return underway takes just a few steps:

Step 1 — Reach out to us. Email support@thepetstore.store with your order number, the reason for the return, and photos if the item arrived damaged.

Step 2 — Wait for instructions. Our team reviews every request and replies within 24 hours with next steps.

Step 3 — Send it back. Once you have instructions, pack the item securely in its original packaging and ship it to:

1954 3rd Ave, New York, NY 10029, United States

6. Refunds

After we receive your return and inspect the item, we'll let you know whether it's approved. Approved refunds are issued via PayPal or Venmo, since we currently process orders through PayPal and Venmo rather than card payments.

Processing time: Refunds are typically completed within 7 business days of receiving and approving the returned item.

7. Exchanges

We accept exchanges as well. The quickest path is to return the original item first, then place a new order once that return has been approved.

8. Items We Can't Accept Back

A couple of exceptions apply:

  • Personalized or custom-made products
  • Items marked as final sale at the time of purchase

Your Responsibilities as the Customer

To help your return go smoothly, please make sure to:

  • Send the item back within the 30-day window
  • Keep it unused and in its original packaging
  • Include all original tags, accessories, and proof of purchase
  • Cover the cost of return shipping

Returns that don't meet these conditions may not be approved.

Need a Hand?

If you have questions at any point during the process, reach out to us at support@thepetstore.shop.

  • The Pet Store
  • 1954 3rd Ave, New York, NY 10029, United States
  • Email: support@thepetstore.store
  • Phone: +1 (646) 998-4707
  • Support Hours: Monday–Saturday: 10:00 AM – 7:00 PM
  • Sunday: 11:00 AM – 5:00 PM