Hi! Dear customer.
Thank you for choosing our pet toys, I very much hope that you and your pet are satisfied with our products, but if there is any reason that you are unhappy or need to return or exchange, we will do our best to solve the problem.
If you are not satisfied with the pet toy you purchased, don’t worry, we can handle the return. You can apply for return within 14 natural days after signing for a full refund of the purchase price.
We need to remind you that pet toys need to meet the following conditions:
1) Return requests need to be made within 14 natural days after receipt. If it exceeds 14 natural days, we may not be able to accept your return request.
2) Returned pet toys can be lightly used condition, but they need to come with all original packaging, gifts and return labels (the return label will be included in the original packaging of your pet toys when shipped).
3) The pet toys have no obvious signs of use or human damage, and the surface is not worn or dirty.
About canceling orders
After the order is successfully paid, you can check the status of your order in your account orders details.
If you need to cancel an order, you can only modify the order within half an hour after placing the order and the order has not been processed. After half an hour, our order will enter the packaging process. Once packaging is completed, the order cannot be canceled.
After the order is canceled, the refund will be returned to your payment account within 1-2 business days, please wait patiently.
Return and exchange application method
If you need to return or exchange an item, please contact customer service Airelle Overfelt at [email protected] within 14 natural days after receipt to apply for a return or exchange.
Alternatively, you can find the order you need to return or exchange on the orders details page, submit your return or exchange application, and we will confirm your return or exchange application as soon as possible.
Return order processing time
Once we accept your return request, we will process your return order within 1-2 business days.
Pettoyshome.com return order processing hours are Monday-Friday/10:00 AM-6:00 PM (EST).
Our return order cutoff time is 6:00 PM (EST), Monday-Friday, return orders placed after 6:00 p.m. Monday-Thursday will be prioritized at 10:00 a.m. the following day.
Return orders after 6:00 PM (EST) on Friday will be processed next Monday. (Orders will not be processed during holidays)
Return process
If you decide to return the goods within 14 natural days after signing for it and have already made a return application, you can follow the following process:
1) There is a return label in our original packaging. Please fill in the relevant information on the label before returning the product.
2) Pack the pet toy in its original packaging, including instructions, free gifts, and return label, and mail the pet toy to 10399 Virgil H Goode Hwy, Rocky Mount, Virginia, 24151-3369.
3) After the express is sent, the logistics information and express tracking number are sent by email to [email protected] and contact our customer service Airelle Overfelt so that we can refund you as soon as possible after receiving it.
4) We will process the refund immediately once we receive the returned pet toy. Your refund amount will be fully returned to your payment account within 1-2 business days, please wait patiently.
Return shipping costs
If the return is due to our error, for example, if the pet toy you received has quality problems such as wear or missing accessories, Pettoyshome.com will be responsible for all shipping costs.
If it is for other reasons, such as you do not like the style of the pet toy or other personal preferences, the shipping fee may be borne by the customer.
Exchange process
If you need to exchange the product within 14 natural days after signing for it, you can follow the following process after making the exchange application:
1) Pack the pet toy in its original packaging, including the gift you received, and mail the pet toy to 10399 Virgil H Goode Hwy, Rocky Mount, Virginia, 24151-3369.
2) After the express delivery, please send the logistics information and express delivery number by email to [email protected] to contact our customer service Airelle Overfelt so that you can re-delivery as soon as possible after we receive it.
Exchange shipping fee
If the pet toy you receive needs to be exchanged due to quality problems such as wear and tear, missing accessories, etc., we will reship it for you and the shipping cost will be borne by Pettoyshome.com.
If the exchange is not due to quality problems or missing products of the pet toy, the shipping cost will be borne by the customer.
Refund amount
1) Refund processing method for successful returns
After the return is successful, your refund amount will be fully returned to your payment account within 1-2 business days.
2) Refund processing method for canceled orders
After successfully canceling your order, your refund will be fully refunded to your payment account within 1-2 business days.
It may take some time for the refund to arrive, so please be patient.
If you have any questions about the return policy or other matters, don’t hesitate to contact us at any time. We will help you within 1 business day to ensure that you and your pet have a pleasant shopping experience.
Phone: +(1)(650) 314-5163
Email: [email protected]
Customer Service: Airelle Overfelt
Thank you for choosing Pettoyshome.com, let’s create more laughing moments for pets together!