Return and Refund Policy

Last updated: October 23, 2026

At Pet Gear Direct, we want you and your pet to be happy with your order. This policy explains when you can return an item, what it costs, and how and when you’ll get your refund.

At a glance

Return window: 30 days from the delivery date
Damaged, defective, or wrong items: report within 48 hours of delivery; we cover all costs
Change-of-mind returns: you pay return shipping, and a 15% restocking fee applies
Return method: by mail, to the address we send you
Refunds: issued to your original payment method within 5 to 10 business days of approval

Return window and conditions

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)

We can’t accept returns requested after 30 days, or items that don’t meet these conditions.

Items that can’t be returned

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

Treats and other consumables
Grooming and hygiene products that have been opened or used
Items marked “final sale” or “clearance” on the product page

If one of these items arrives damaged, defective, or incorrect, the section below still applies.

Damaged, defective, or incorrect items

If your order arrives damaged, defective, or not what you ordered, email us within 48 hours of delivery with your order number and clear photos of the item, the damage, and the packaging.

Once we confirm the issue, you can choose a replacement or a full refund. You won’t pay anything for this: no return shipping, no restocking fee, and your original shipping charge is refunded too. If we need the item back, we’ll email you a prepaid return label. In some cases we won’t need it returned at all.

Reports sent without photos, or after 48 hours, don’t qualify under this section, but you can still request a change-of-mind return within 30 days.

Change-of-mind returns

If you want to return an unused item for any other reason, such as a change of mind or ordering the wrong size, you can request a return within 30 days of delivery. For these returns:

You pay the cost of return shipping
A 15% restocking fee is deducted from the item price
Your original shipping charge is not refunded
The item must reach us unused and in its original packaging

How to return an item

Email support@petgeardirect.com with your order number, the item you want to return, and the reason (include photos for damaged or incorrect items).
We’ll reply within 2 business days to confirm whether your return is approved. If it is, we’ll send the return address and instructions.
Pack the item securely in its original packaging and ship it by mail to the address we provide. We recommend a tracked service (such as USPS, UPS, or FedEx), because we can’t refund an item that doesn’t reach us.

Please wait for our approval before sending anything. Items sent without approval, or to a different address, won’t be accepted or refunded.

Refunds

Approved refunds go back to your original payment method.

Returned items: we inspect the item within 3 business days of receiving it, then let you know whether the refund is approved.
Damaged or incorrect items: your refund is approved once we confirm the issue from your photos.

After approval, we process the refund within 5 to 10 business days. Your bank or card provider may take a few extra days to show it on your account.

Apart from the restocking fee and non-refunded shipping on change-of-mind returns, there are no other fees or deductions.

Exchanges

We don’t offer direct exchanges. To swap an item for a different size or product, return the original under this policy and place a new order.

Order cancellations

To cancel, contact us within 12 hours of placing your order. If it hasn’t shipped yet, we’ll cancel it and refund you in full, including shipping. Once an order has shipped, it can’t be cancelled, but you can return it under this policy.

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 still don’t see it, email us and we’ll follow up.