Cancellation Policy
We understand that plans change. This policy explains when and how an order can be cancelled.
1. Cancelling Your Order If you wish to cancel your order, contact us at support@peticlub.com within 12 hours of placing it. Please include your order number.
If your order has not yet been processed, we will cancel it at no cost and issue a full refund to your original payment method within 5 to 7 business days.
2. After Dispatch Once your order has been processed and dispatched, it can no longer be cancelled. If you no longer want the item after it arrives, you may request a return within 30 days of delivery under our Return & Refund Policy.
3. Changing an Order If you need to change your shipping address, product, quantity, size, or colour, email us within 12 hours of placing your order. We will do our best to update it, but changes cannot be guaranteed once fulfilment has begun.
4. Custom or Personalised Items Custom, personalised, or made-to-order products cannot be cancelled once production has started. Cancellation requests for these items must be received within 12 hours of purchase.
5. Cancellations by PetiClub We reserve the right to cancel an order in certain circumstances, including where the product is unavailable or out of stock, a pricing or listing error has occurred, payment authorisation fails, fraudulent activity is suspected, our Terms of Service have been breached, or we are unable to ship to your location.
If we cancel your order, we will notify you by email and issue a full refund to your original payment method within 5 to 7 business days. You will never be charged for an order we cancel.
6. Refunds for Cancelled Orders Approved cancellations made before dispatch receive a full refund, including any shipping charge paid. Refunds are issued to the original payment method used at checkout. Your bank or card issuer may take additional time to post the funds to your account.
7. How to Request a Cancellation Email support@peticlub.com with:
- Your order number
- Your full name
- The email address used for the purchase
- Your reason for cancelling (optional)
We respond to all cancellation requests within 1–2 business days.
Contact Information
- Email: support@peticlub.com
- Phone: +1 (408) 915-6721
- Hours: Monday – Friday, 9:00 AM – 5:00 PM Pacific Time
- Address: 525 Almanor Ave, Sunnyvale, CA 94085, United States