Returns & Refunds

Please review the timelines below. Contacting PetStarShip within these windows lets us resolve your claim quickly and, where we are at fault, at no cost to you.

Damaged, defective, incomplete, or incorrect items

If your item arrives damaged, defective, incomplete, or not what you ordered, contact us within 14 calendar days of delivery at support@petstarship.com. Include your order number and clear photos or video showing the problem and, where relevant, the shipping carton.

After review we will provide a resolution at no cost to you. Depending on the circumstances this may be replacement parts, a replacement product, a partial refund, or a full refund. You will not be asked to pay return shipping on an approved damage, defect, or wrong-item claim.

Delayed or missing orders

If your order is running late, contact us. We will trace it with the carrier and our fulfillment centre and keep you updated while we confirm what happened — this normally takes 2–3 business days, so that we can give you a definite answer instead of an estimate.

Once any of the following is confirmed, you may choose a full refund or a replacement shipment:

the order has not shipped within 5 business days after the processing time shown at checkout;
delivery is more than 15 days past the estimated delivery window;
tracking has shown no movement for more than 10 business days; or
the carrier confirms the package is lost.

Changed your mind

Buyer-remorse returns are not accepted. We cannot take back an item for change of mind, personal preference, fit, or colour once it has shipped, and we cannot offer an exchange for those reasons.

This does not affect the claims above. If an item arrives damaged, defective, incomplete, or not what you ordered, or your order is delayed or lost, the terms in those sections apply and cost you nothing.

Please use the product page’s dimensions, materials, and photographs to confirm the item suits your space before ordering, and contact us with any question first — we would rather answer it than have you receive something that does not fit.

Return authorization

Do not ship anything back before we authorize it. Returns sent without authorization cannot be tracked to your order and may not be refundable.

Once a return is approved we will send you the approved return address and instructions. Where a prepaid return label is provided, you must ship the item within 10 calendar days of receiving that label. Returns shipped after that window may be declined.

Our corporate address in Rockville, Maryland is not a returns warehouse. Please do not send items there.

Incorrect delivery address

If an order cannot be delivered because the shipping address supplied at checkout was incorrect or incomplete, we will do our best to help, but reshipment or return costs in that situation are your responsibility.

How to start a claim

Email support@petstarship.com with your order number and a description of the issue, plus photos or video for any damage or defect claim. We aim to respond within 2 business days.

Refund processing

Approved refunds are issued to the original payment method. Once we release a refund, your bank or card issuer typically takes a further 5–10 business days to post it to your account.