At PetSafe Store, we’re committed to making shopping for your furry friends as convenient and worry-free as possible. Below you’ll find all the details about our shipping options and our straightforward returns process.

Shipping Information

Processing Time: All orders are processed within 1-2 business days (excluding weekends and holidays).

Shipping Methods & Delivery Times

  • Standard Shipping (via DHL or FedEx)
    • Delivery: 10-15 business days after shipment
    • Flat rate: $12.95 USD
  • Free Shipping (via EMS for orders over $50)
    • Delivery: 15-25 business days after shipment
    • Available for orders of $50+

Note: Delivery times are estimates and may vary depending on destination and customs processing. Some remote areas in Asia and other regions may not be serviceable.

Returns & Exchanges

We want you and your pets to be completely happy with every purchase. If you’re not satisfied, here’s how our returns process works:

Eligibility Requirements

To qualify for a return or exchange, items must be:

  • Unused and in original condition
  • In original packaging with all tags attached
  • Returned within 15 days of delivery
  • Accompanied by proof of purchase (order number or receipt)

Non-Returnable Items

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

  • Opened or used cat litter boxes and supplies
  • Personalized or custom pet collars and harnesses
  • Opened packages of dog treats and chews
  • Used pet bedding and furniture covers

How to Return an Item

Step 1: Initiate Your Return

Email our customer service team at [email protected] within 15 days with:

  • Subject: Return Request – Order #[Your Order Number]
  • Your order number
  • Product name and reason for return
  • Your contact information

Step 2: Wait for Approval

We’ll respond within 1-2 business days with:

  • Return authorization (if approved)
  • Shipping instructions
  • Return address based on your location

Step 3: Package and Ship Your Return

  • Use original packaging with all accessories
  • Include the return authorization form
  • Ship using a trackable method (insurance recommended for valuable items)

Refund Process

Once we receive and inspect your return:

  • Timing: Processed within 3-5 business days
  • Method: Refunded to original payment (Visa, MasterCard, JCB, or PayPal)
  • Amount: Original price minus shipping (unless our error)

Note: Your bank may take additional time to post the refund to your account.

Exchanges

For size, color, or model changes:

  • Follow the standard return process
  • Clearly request an exchange in your email
  • Specify the replacement item
  • Price differences will be adjusted (you’ll pay more or receive a refund for less)

Damaged or Defective Items

Contact us within 3 days of delivery with photos. We’ll arrange a replacement or refund and cover return shipping.

International Returns

For customers outside the U.S.:

  • You’re responsible for return shipping and customs fees
  • We recommend using the original shipping carrier
  • Refunds are issued in USD (subject to currency fluctuations)

Need Help? Our pet-loving customer service team is here to assist with any questions about returns or shipping. Email us at [email protected] or call during business hours.

Thank you for shopping at PetSafe Store – where your pet’s safety and your satisfaction are our top priorities!