Refund and Returns Policy

At Pet Gear Direct, we want you and your pet to be happy with your order. This policy explains when a refund or replacement is available, what doesn’t qualify, and how to request one. Refunds are offered only under the conditions set out below. Placing an order means you accept these terms.

Return window

You can request a return within 30 days of the delivery date. To qualify, the item must be:

• Unused, unworn, and in its original condition
• In its original packaging, with any tags or seals intact
• Accompanied by proof of purchase (your order number or receipt)

Requests made after 30 days, or for items that don’t meet these conditions, may not be accepted.

Items that can’t be returned

For hygiene and safety reasons, some items are final sale and can’t be returned or refunded once opened or used, including:

• Food, treats, and other consumables
• Grooming and hygiene products that have been opened or used
• Items marked “final sale” or “clearance”
• Gift cards

If one of these arrives damaged or defective, the damaged-item section below still applies.

Damaged, defective, or incorrect items

If your order arrives damaged, defective, or not what you ordered, contact us within 48 hours of delivery. Include your order number and clear photos of the item, the damage, and the packaging. Once we confirm the issue, we’ll arrange a replacement or a refund, and you won’t pay return shipping. Reports made without photos, or after 48 hours, may not qualify.

Change-of-mind returns

If you’d like to return an unused item for another reason — a change of mind, or ordering the wrong size — you can request one within the 30-day window. For these returns:

• You cover the cost of return shipping
• The item must reach us unused and in its original packaging
• A restocking fee of up to 15% may be deducted from your refund

We recommend a tracked shipping method, since we can’t refund an item we don’t receive.

How to request a refund or return

Email support@petgeardirect.com with your order number, the item, and the reason for your request (with photos for damaged or incorrect items). We’ll review it against this policy and send you the next steps, along with a return address if your item qualifies.

Please wait for our confirmation before shipping anything back. Items returned without prior authorization may not be accepted or refunded.

Refund method and timing

Approved refunds are issued to your original payment method. Once we receive and inspect your returned item, or approve your claim, please allow 5–10 business days for the refund to be processed. Your bank or card provider may take extra time to post it to your account.

Order cancellations

Need to cancel? Contact us within 12 hours of placing your order. If it hasn’t shipped, we’ll cancel it and refund you in full. Once an order has shipped it can’t be cancelled, but you can use the return process above.

Late or missing refunds

If you haven’t received an approved refund, check your bank account again, then contact your card provider, as posting times vary. If you’ve done both and still don’t see it, email us and we’ll follow up.

Questions

Email support@petgeardirect.com or call +1 (786) 869-6064, Monday to Friday, 8:00 AM to 6:00 PM. Pet Gear Direct is based in St. Petersburg, Florida.