Return & Exchange Policy

FOR U.S ORDERS

Pets N’Beyond have got your back and want you as a pet parent to be 100% satisfied with your purchase and customer service. So if for some reason you or your furry friend(s) are not happy or in love with our product, we get it, sometimes things don't work out or it's just simply not what you wanted or expected.That is why we will try to make this return and exchange process as easy and stress free as possible. 

 

If you’d like to submit a return or exchange ticket here's what you need to know….

 

We have a 7 day return policy which means, you have 7 days after receiving your item to request a return 

 

For the safety and hygiene of others some products are non refundable(specified on the product page). In the instance the item is eligible for a return, your item must be in the same condition you received it: unworn, unwashed, unused, and with all labels attached with its original packaging, you also need the receipt or proof of purchase.

IN THE CASE OF:

 

DAMAGED / DEFECTIVE PRODUCT

If any order is received damaged or defective, we will gladly issue a full refund or replacement as long as it's within 7 days of an order being delivered. The only requirement is proof of the damaged or defective product in the form of a high-quality image or video. You can send the image and/or video to our Customer Success team at support@petsnbeyond.com.

For certain products, it may be difficult for us to determine if something is actually damaged or defective. In rare scenarios like this it will be much easier and quicker for us to help you if you provide us with as much information as possible about the damaged or defective product, and ensure that the high-quality images and videos showcase the damage or defect.

PRODUCT LOST / STOLEN

There are some things that are simply out of our control. Very rarely, an order may be lost in transit or stolen. In this case, we'll work with you to do what we can to make things right.

EXCHANGE

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item you wish to exchange with what you have. However, if the product you got was simply damaged or defective you can request a exchange within the 7 day policy at no additional cost

SALE ITEMS AND GIFT CARDS

Unfortunately, we cannot accept returns on sale items or gift cards.

LONG SHIPPING

In the rare situation of any order that is still shipping for 5+ days or longer than the estimated shipping time, we will be glad to work something out with you. Please reach out to us so we are able to give you all the help you need and deserve. 

 

IMPORTANT NOTE: Our estimated processing time of 1 to 3 business days is separate from our estimated shipping times. This is necessary to note when considering refund eligibility for 'long shipping'.

To start a return, you can contact us at return@petsnbeyond.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Refunds will be processed within approximately 3 to 5 business days after we receive your return. Please remember it can take some time for your bank or credit card company to process and post the refund too.

You can always contact us regarding any questions at support@petsnbeyond.com.

FOR ALL NON U.S ORDERS

All of our customers are important to us and their satisfaction is our priority, that is why we want you as a pet parent to be 100% satisfied with your purchase and customer service. So if for some reason you or your furry friend(s) are not happy or in love with our product, we get it, sometimes things don't work out or it's just simply not what you wanted or expected.That is why we will try to make this return and exchange process as easy and stress free as possible. 

 

If you’d like to submit a return or exchange ticket here's what you need to know….

 

We have a 7 day return policy which means, you have 7 days after receiving your item to request a return but you will have to cover the return shipping fees

 

For the safety and hygiene of others some products are non refundable(specified on the product page). In the instance the item is eligible for a return, your item must be in the same condition you received it: unworn, unwashed, unused, and with all labels attached with its original packaging, you also need the receipt or proof of purchase.

 

IN THE CASE OF:

 

DAMAGED / DEFECTIVE PRODUCT

If any order is received damaged or defective, we will gladly issue a full refund or replacement as long as it's within 7 days of an order being delivered. The only requirement is proof of the damaged or defective product in the form of a high-quality image or video. You can send the image and/or video to our Customer Success team at support@petsnbeyond.com.

For certain products, it may be difficult for us to determine if something is actually damaged or defective. In rare scenarios like this it will be much easier and quicker for us to help you if you provide us with as much information as possible about the damaged or defective product, and ensure that the high-quality images and videos showcase the damage or defect.

PRODUCT LOST / STOLEN

There are some things that are simply out of our control. Very rarely, an order may be lost in transit or stolen. In this case, we'll work with you to do what we can to make things right.

EXCHANGE

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item you wish to exchange with what you have. However, if the product you got was simply damaged or defective you can request a exchange within the 7 day policy at no additional cost

 

SALE ITEMS AND GIFT CARDS

Unfortunately, we cannot accept returns on sale items or gift cards.

 

LONG SHIPPING

In the rare situation of any order that is still shipping for 5+ days or longer than the estimated shipping time we will be glad to refund you with the full shipping price. Please reach out to us so we are able to give you all the help you need and deserve. 

 

IMPORTANT NOTE: Our estimated processing time of 1 to 3 business days is separate from our estimated shipping times. This is necessary to note when considering refund eligibility for 'long shipping'.

 

IMPORTANT NOTE: Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. If you have any questions email us at support@petsnbeyond.com

To start a return, you can contact us at return@petsnbeyond.com. If your return is accepted, we’ll send you instructions on where to send your package. Items sent back to us without first requesting a return will not be accepted. 

 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Refunds will be processed within approximately 3 to 5 business days after we receive your return. Please remember it can take some time for your bank or credit card company to process and post the refund too.

You can always contact us regarding any questions at support@petsnbeyond.com.