At Pet Essentials Shop, we want every purchase to be perfect for you and your furry friend. If you’re not completely satisfied with your order of pet products, we’re here to help with our hassle-free return and exchange process.

Our Return Policy

We accept returns and exchanges within 15 days of receiving your order. To be eligible for a return:

  • Items must be unused, in their original packaging, and in the same condition as received
  • Proof of purchase is required (order number or receipt)
  • Certain items are non-returnable (see below)

Non-Returnable Items

For health and safety reasons, we cannot accept returns on the following products:

  • Canned Food
  • Biscuits, Cookies & Bakery Treats
  • Bones, Bully Sticks & Chews
  • Chew Toys (if opened or used)
  • Cleaning Supplies (if opened)

How to Return or Exchange an Item

Follow these simple steps to process your return or exchange:

  1. Contact Us: Email our customer care team at [email protected] with your return/exchange request (see template below)
  2. Wait for Approval: We’ll respond within 1-2 business days with return instructions
  3. Package Your Item: Securely pack the item in its original packaging with all tags attached
  4. Ship It Back: Send the package to our return center (we’ll provide the address)
  5. Receive Your Refund/Exchange: Once we receive and inspect your return, we’ll process your request

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we can’t guarantee receipt of returned items.

Refund Processing

Once your return is received and inspected:

  • Timing: Refunds are processed within 3-5 business days after we receive your return
  • Method: Your refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable

Note: Depending on your payment provider, it may take additional time for the refund to appear on your statement.

Exchange Policy

Want to exchange an item for a different size, color, or product? Follow the same return process above, but indicate in your email that you’d like an exchange. We’ll ship your new item once we receive the original product.

If the exchange item costs more, you’ll need to pay the difference. If it costs less, we’ll refund the difference.

Return Request Email Template

Use this template to request a return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Pet Essentials Shop Team, I would like to request a [return/exchange] for my recent order (#[Your Order Number]). Item(s) to return/exchange: – Product Name: – Quantity: – Reason: For exchanges, please send: – Product Name: – Size/Color (if applicable): Please let me know the next steps for completing this process. Thank you, [Your Full Name] [Your Email Address] [Your Phone Number – optional]

Damaged or Defective Items

If you receive a damaged or defective product (like a broken automatic feeder or torn bandana), please contact us immediately at [email protected] with photos of the damage. We’ll arrange for a replacement or refund at no additional cost to you.

Questions?

Our pet-loving customer care team is happy to help with any return or exchange questions. Contact us at:

Email: [email protected]
Mailing Address: 2075 Goldcliff Circle, MILWAUKEE, WI 53201, US

We appreciate your trust in Pet Essentials Shop for all your pet’s needs, from anxiety-calming solutions to stylish bandanas and reliable automatic feeders!