Refund Policy

Thank you for shopping with PetCareVille. We want you and your pets to be happy with every purchase. Below are our refund, replacement, and return terms, which apply to all orders placed through our website.

1. Order Cancellations

Orders may be cancelled for a full refund if the cancellation request is received before the order has been processed or shipped.

Once processing or shipping begins, we are unable to cancel the order.

Note: Certain products such as preorder or custom items cannot be cancelled after payment.

2. Refunds & Replacements for Shipped Orders

We will provide a refund or free replacement in the following cases:

  • Order Delays: If tracking information is missing, stuck in transit, or expired beyond:
    • 45 days for orders shipped to the United States
    • 60 days for most international destinations
    • 110 days for orders shipped to Brazil
    In these cases, we will refund the order or resend it at our expense.
  • Damaged Products: If your item arrives damaged, please contact us within 30 days of delivery. A full refund or replacement will be issued once you provide photo or video evidence.
  • Incorrect or Missing Products: If the wrong item arrives, or an item is missing from your package, please notify us within 30 days of delivery. A refund or replacement will be provided after photo or video proof is supplied.
  • Non-Delivery Despite Tracking “Delivered”: If tracking shows “delivered” but you did not receive your package, you may be asked to provide a non-delivery certification from your local postal office so we can process a refund or replacement.
3. Returns

In most cases, returns are not required. We aim to resolve issues by refunding or resending the product once proof is provided.

If a return is necessary, our support team will provide the return address and full instructions.

Important: Customers must contact us first at support@petcareville.com before attempting a return or refund request.

4. Exclusions
  • Refunds will not be issued for products that have been used, altered, or damaged by the customer.
  • No refunds for subscription services beyond 5 days of charge, provided no order credits have been used.
  • Promotional credits are non-refundable and non-transferable.
5. Refund Method

Refunds are always issued back to the original payment method used at checkout. Please allow 5–10 business days for funds to appear, depending on your bank or card provider.

6. Contact Us

If you need to request a refund, replacement, or return, please contact our customer support team:

Email: support@petcareville.com