Returns & Exchanges

Orders are eligible for return for 30 days. Please review the details below and initiate your return to get started. If you have any problems with the return process, please contact us at support@petjunkie.com.

Return eligibility

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Returned items that are in used condition will not be refunded. These items are not resellable as they run the risk of spreading disease amongst our furry friends!

Gift cards, discounted "open box" items, and other final sale items are nonrefundable. Shipping costs (when applicable) are also non-refundable.

Return shipping costs

Many of our items qualify for free shipping, and unfortunately, we cannot offer free returns as well. Customers are responsible for costs associated with returning their items. However, in many cases, we will provide a reduced-cost return label. In these cases, the cost will be deducted from your refund.

Exceptions are usually made in cases of damaged items. If your item is damaged, we're sorry to hear that! If possible, please take a picture of the item and box. This helps us file a claim with the shipping carrier when applicable.

Submitting a return request

To initiate your return, follow these instructions:

1. Log in to your account.
   • In the Email field, enter the email address used at purchase, and then click Continue.
   • In your email account, open the email sent from our store and copy the six-digit verification code included in the email. For users who have an existing Shop Pay account, a text message may be sent instead.
   • Go back to the online store, and then enter a six-digit verification code.
2. Click the order that you want to submit the return for.
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note for the store. If you'd like a replacement instead of a refund, you may note it here.
5. Click Request return.

After your return request is received, it will either be approved or someone will contact you directly for more information.

Refund process

Once your return is received and inspected, we will process your refund (if applicable) less any shipping charges. A credit will automatically be applied to your original method of payment, which typically takes 5-7 business days. PayPal refunds can take longer to process than other refunds. We cannot issue refunds to alternate payment methods.

Exchange process

We only replace items if they are defective or damaged. In other cases, such as a different size or color, please initiate a return for your current item and place a separate order for your new item.

Late or missing refunds

If you haven’t received a refund after 7 business days, please contact your credit card company. It may take some time before your refund is officially posted.

If you’ve done this and still have not received your refund yet, please contact us at support@petjunkie.com.