Return and Refund Policy
At Petarro, we want you and your pets to be completely satisfied with your purchase. If for any reason you are not happy, our return and refund process is simple and straightforward. By making a purchase on our website, you agree to the terms outlined below.
1. What Qualifies for a Full Refund or Free Replacement?
We assume 100% responsibility for manufacturing and shipping errors. You are entitled to a full refund or a free replacement item if:
Damaged on Arrival: The item arrives broken, torn, or defective.
Incorrect Item: You received the wrong size, color, or a completely different item than what you ordered.
Lost in Transit: The package is officially declared lost by the carrier or does not arrive within 45 days of the purchase date.
2. What Does NOT Qualify for a Refund?
To keep our prices affordable for cat & dog owners, we cannot issue refunds or replacements for the following scenarios:
Buyer’s Remorse: Changing your mind after the order has shipped or deciding you no longer want the product.
Incorrect Shipping Address: Orders that are lost, delayed, or returned due to an incorrect or incomplete address provided by the customer at checkout. Please verify your shipping address during checkout.
Sizing Mistakes by the Customer: We highly encourage checking the size(s) provided on individual product pages before buying. We cannot offer refunds if you accidentally purchase a size too small or too large for your pet.
3. How to Request Your Refund or Replacement (Step-by-Step)
If your order falls under a valid category in Section 1, please do not attempt to mail the item back to the address on the shipping box. Instead, follow these steps:
- Email Us: Send an email to support@petarro.com within 30 days of receiving your package.
- Provide Proof: Include your Order Number (e.g., #1001) and clear photo or video proof demonstrating the damage or the incorrect item received.
- Choose Your Solution: Let us know if you prefer a 100% monetary refund back to your original payment method or a free replacement shipped to you immediately. Once our team reviews and approves your submission (usually within 24–48 hours), your refund or replacement will be processed. Monetary refunds typically take 5 to 10 business days to clear back into your bank account, depending on your financial institution.
- Cancellation Requests: Because our fulfillment system is highly automated to get items to your pets as quickly as possible, orders can only be canceled within 2 hours of placement. Once an order moves into the fulfillment and packing stage, it cannot be canceled or modified. For any questions, concerns, or support requests, please reach out directly to our dedicated customer support team at support@petarro.com.
