Return & Exchange

Returns

Our policy lasts for 90 days. If 90 days have passed since your purchase, unfortunately, we can’t offer you a refund or exchange.

Eligibility for Return or Exchange

To be eligible, please contact us at help@petsaider.com with your order number and the reason for your return. We will guide you through the process. All returns are subject to evaluation by PetsAider.

Note: No restocking fees apply!

How to Return?

  1. Contact Us: Email help@petsaider.com to initiate the return process. Include your order number and photos or videos of the faulty product.
  2. Evaluation: Our customer service team will review your information within 48 hours. If it complies with our return and exchange policy, we will provide you with the return address.
  3. Prepare Your Package: Include the manufacturer’s packaging, with all tags, accessories, and manuals intact.
  4. Shipping Label: Provide pictures of the return shipping label via email.
  5. Ship the Package: Send the package back using your local shipping service.

Important Notes

  • For non-product quality-related returns, you are responsible for the shipping fee from our factory to your location. No restocking fees will be charged since we provide free shipping.
  • Ensure your return is well-packaged and properly insured. Damaged packages will be rejected by our warehouse.

Return Policy

  1. Return Shipping Costs: You are responsible for return shipping costs for non-product quality issues.
  2. Return Window: Returns must be made within 90 days from the purchase date.
  3. Packaging: Securely package the item in its original packaging, including all accessories and documentation.
  4. Product Condition: The product must be free from visible signs of use and will be subject to inspection.
  5. Non-Refundable Shipping Costs: Since we provide free shipping, the original shipping cost will be deducted from your refund.
  6. Packaging and Insurance: Ensure the return package is well-packed and insured. Damaged returns will be rejected.

Returns Are Void If:

  1. The product displays physical damage or clear signs of misuse.
  2. The product was not purchased from www.petsaider.com.
  3. The original product, accessories, manuals, cables, and all other items originally included are lost or damaged.
  4. More than 90 days have passed since the purchase date.

Refunds

If your return is successfully initiated and processed, your refund will be credited to the original payment method. Shipping costs are non-refundable.

You will be notified via email within 7 business days of receipt that your refund has been processed. It may take an additional 3-5 days for the funds to post to your account, depending on your financial institution.

Defective Products Policy

PetsAider ensures the highest quality by thoroughly inspecting all products before they reach our customers. However, if you receive a damaged product, do not use it. Take a photo for evidence and send it to our customer service representatives. We will promptly arrange a replacement shipment. If requested, please return the damaged product to help us identify and rectify the issue.

Order Cancellation Policy

To cancel your order, contact us at help@petsaider.com as soon as possible. Cancellation is only applicable for products that have not yet been shipped. If the product has already been shipped, the return policy will apply.

We are available to support you via email at help@petsaider.com and strive to respond within 24 hours.

Customer Service Chat Hours:

  • Monday - Friday: 8 AM - 6 PM EST