Our promise
We want you and your pet to love what you ordered. If something isn’t right, contact us and we’ll work it out.
Return window
You can request a return within [30] days of delivery. Items must be unused, unwashed and in their original packaging, with any tags attached.
Items that can’t be returned
- Personalized items, including engraved ID tags, custom bowls, bandanas and printed apparel.
- Items that have been used, washed or damaged after delivery.
- Gift cards
Personalized items can be replaced if they arrive damaged or with a mistake on our side.
Damaged, defective or wrong items
If your item arrives damaged, defective or isn’t what you ordered, email us within [7] days of delivery with your order number and a photo of the item and packaging. We’ll send a replacement or a full refund, at no cost to you.
How to start a return
- Email [support@supportpetletter.com] or use our contact form, with your order number and the item you’d like to return.
- We’ll reply within [1 business day] with next steps and the return address.
- Please don’t send items back without contacting us first. Our products ship from different partners, and returns sent to the wrong address can’t be processed.
Return shipping
For change-of-mind returns, return shipping is paid by the customer and the original shipping cost isn’t refunded. For damaged, defective or wrong items, there’s no cost to you.
Refunds
Once your return is approved, or once we’ve received the returned item, we’ll refund your original payment method within [5–10] business days. Your bank may take a few extra days to show it.
Exchanges
Need a different size? Contact us and we’ll help. The quickest way is usually to return the original item and place a new order.
Orders that arrive in more than one package
Some orders ship in separate packages. If one part hasn’t arrived yet, check your tracking emails before requesting a return, as it may still be on its way.
Decide how you’ll handle change-of-mind returns before launch. With AliExpress suppliers, returning items overseas is often impractical, so some stores refund without asking for the item back, or only accept returns to a US address. Make sure this policy matches what you’ll actually do.