Effective date: 2026-07-01
Store: PetStarShip
PetStarShip accepts return requests within 30 days after delivery for eligible unused items in original condition and packaging.
Customer-Preference Returns
For returns caused by customer preference, including changed mind, wrong size, wrong color, no longer needed, duplicate order, or a pet not liking the item, the customer is responsible for return shipping.
Original shipping, delivery, handling, gift wrap, route protection, and other service charges are not refundable for customer-preference returns. If an order received free shipping and the full order is returned for a customer-preference reason, the actual outbound shipping cost may be deducted from the refund where allowed.
Damaged, Defective, or Incorrect Items
If an item arrives damaged, defective, incorrect, or materially different from the product page, contact us within 7 days after delivery with photos or video. For approved seller-fault cases, we will provide a replacement, refund, return label, or another reasonable resolution.
Return Approval
Please contact us before sending anything back. Returns must be approved first and shipped within 7 days after approval unless we provide different instructions.
Non-Returnable Items
- used pet toys, beds, blankets, feeding items, grooming tools, or hygiene-sensitive products that show hair, odor, stains, bite marks, saliva, or other signs of use
- opened personal-care, grooming, feeding, water, or hygiene-sensitive items
- customized, personalized, clearance, final-sale, gift-card, digital, or downloadable items
- items restricted by safety, health, compliance, or fulfillment location return rules unless they arrive damaged, defective, incorrect, or materially misdescribed
Refund Timing
Approved refunds are usually processed within 5-10 business days after the approved return is received and inspected. Your bank, card issuer, or payment provider may need additional time to post the refund.