Refund policy

At PetiClub, we want you and your pet to be completely happy with your purchase. If something isn't right, we're here to help. Please review our return and refund guidelines below.

1. 30 Days Return Window

You have 30 calendar days from the date you received your item to request a return. To be eligible, your item must be in the same condition you received it — unused, in its original packaging, and with all included accessories. Beds, blankets, and soft goods must be free from pet hair, stains, and odours.

2. Free Return Shipping

We offer Free Returns on all eligible items within the United States. Whether your order arrived damaged, defective, or you simply changed your mind, we will provide a prepaid return shipping label at no cost to you.

3. How to Initiate a Return

To start a return, email us at support@peticlub.com with your order number and the reason for your return. We respond within 1–2 business days. Once your return is accepted, we will email you a prepaid return shipping label along with detailed instructions on how and where to send your package. Please do not send items back without contacting us first.

4. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If your item is damaged, defective, or if you received the wrong item, report it to us within 7 days at support@peticlub.com with photos of the issue and packaging. We will prioritize your request and issue a replacement or full refund immediately (in many cases, you won't even need to return the damaged item).

5. Refunds

Once we receive and inspect your returned item, we will notify you of the approval status. If approved, your refund will be processed automatically to your original payment method within 7 business days. Please note that your bank or credit card company may take additional time to post the refund to your account.

6. Non-Refundable Items

Certain items are non-refundable for hygiene and safety reasons:

Opened pet food, treats, or health supplements
Personalized or custom-made products
Clearance or final-sale items
Products showing obvious signs of misuse or heavy use by a pet

7. Order Cancellations

If you need to cancel an order, please email support@peticlub.com within 12 hours of placing it. Once an order has entered processing or has been dispatched, it cannot be canceled, and you will need to follow our standard return process after delivery.

Customer Support & Contact Information

If you have any questions about returns or refunds, our support team is available to assist you:

Email: support@peticlub.com
Phone: +1 (408) 915-6721
Hours: Monday – Friday, 9:00 AM – 5:00 PM Pacific Time
Return Address: 525 Almanor Ave, Sunnyvale, CA 94085, United States