Shipping policy

Last updated: October 4, 2026

At Petstories, we want you and your pets to be happy with your purchase. If you are not satisfied with an eligible product, you may request a return according to the terms below.

1. Return Window

We accept eligible return requests within 30 days of delivery.

To be eligible for a return, you must contact us within 30 days of receiving your order.

2. Return Conditions

Returned products must generally be:

  • Unused and in their original condition.
  • Clean and free from pet hair, odors, stains, or damage.
  • In the original packaging where reasonably possible.
  • Accompanied by the order number or proof of purchase.

For hygiene and safety reasons, products that have been used by pets may not be eligible for return.

3. Non-Returnable Items

Certain products may not be eligible for return for hygiene, safety, or other reasons.

These may include products that have been:

  • Used by a pet.
  • Washed or altered.
  • Damaged after delivery through customer use.
  • Returned without required components or packaging.
  • Clearly marked as final sale.

If you are unsure whether your product qualifies, contact us before sending it back.

4. How to Request a Return

To request a return, email us at:

[your customer support email]

Please include:

  • Your full name
  • Order number
  • Product name
  • Reason for the return
  • Photos, if the product is damaged or defective

Please do not send products back before receiving return instructions from our customer support team.

5. Return Shipping

Unless the product is defective, damaged upon arrival, or we sent you the wrong product, the customer is responsible for return shipping costs.

If the return is approved because of an error on our part or a defective/damaged product, we will provide appropriate return instructions.

6. Damaged or Defective Products

If your product arrives damaged or defective, please contact us within 7 days of delivery.

Please provide your order number and clear photographs or video showing the issue.

After reviewing the information, we may offer a replacement, refund, or another appropriate resolution.

7. Refunds

Once we receive and inspect an approved return, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method.

Please allow your payment provider or financial institution additional processing time for the refund to appear in your account.

8. Partial Refunds

In some circumstances, only a partial refund may be available, including when:

  • A product is returned with missing components.
  • The product has been used or damaged after delivery.
  • The product is not returned in its original condition.
  • The return does not meet the requirements of this policy.

9. Exchanges

If you need a different product, size, or variation, please contact us at [your customer support email].

Depending on availability, we may recommend returning the original product and placing a new order.

10. Order Cancellations

If you need to cancel an order, contact us as soon as possible.

We can only guarantee cancellation if the order has not yet entered processing or shipping.

Once an order has shipped, it may need to be handled under our return policy.

11. Contact Us

For questions regarding returns or refunds:

Petstories
Email: [your customer support email]

Please include your order number in your message.