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Need to return, exchange, or report a problem with your order? You have 30 days from the date your order ships to request a refund, store credit, or exchange. Items must be unused and in their original packaging unless they arrived damaged or defective. All you need is your order number and the email address or zip code on the order. Get started by finding your order below.
(561) 437-3733 – Mon-Sun
hello@petstore.direct
for a refund, store credit, or exchange
report lost, stolen, or damaged packages online
Enter your order number and the email address or zip code on your order, choose the items you want to return and the reason, then select a refund, store credit, or exchange. Once your return is approved, we'll email you a prepaid return label. Start your return in our Returns Center.
You have 30 days from the date your order ships to request a refund, store credit, or exchange. Items must be unused and in their original packaging unless they arrived damaged or defective.
We email you a prepaid return label for every approved return. For refunds, the cost of the label is deducted from your refund amount. If we sent the wrong item, or your item arrived damaged or defective, return shipping is free.
Opened items that are not defective are subject to a 15% restocking fee. There is no restocking fee for unopened items in their original packaging, or for items that arrived damaged, defective, or incorrect.
Items marked Final Sale can't be returned or exchanged. Some items are exchange-only. Shampoos and conditioners can be returned for store credit only (no cash refunds or exchanges). When you start a return, our Returns Center shows exactly which options are available for each item in your order.
If you added Shipping Protection at checkout, you're covered. Choose lost, stolen, or damaged and, for damaged items, upload a photo. Most claims are resolved within 24 hours with a free replacement or refund. No Shipping Protection? Contact us at (561) 437-3733 or hello@petstore.direct and we'll help. File a claim in our Returns Center.
Shipping Protection is an optional add-on at checkout that covers your package if it is lost, stolen, or damaged in transit. If something goes wrong, file a claim online and we'll send a replacement or issue a refund at no extra cost to you. We highly recommend it, especially for high-value orders like clippers and equipment.
Start a return and choose "damaged" or "defective" as the reason, then upload at least one photo of the item. Return shipping is free and no restocking fee applies. Damaged shampoo and conditioner claims are reviewed by our team before a resolution is issued.
Refunds are issued to your original payment method after your return arrives at our Jupiter, FL warehouse and is inspected. Store credit is issued as a PetStore Direct gift card. Depending on your bank, it may take a few business days for the refund to appear on your statement.
Please start your return online first. Once it's approved, use the prepaid label we email you. Returns go to PetStore Direct, 15783 Walgreens Drive, Jupiter, FL 33478. Packages sent without an approved return may be delayed.
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