Return & Refund Policy
We want you to feel confident when shopping with Petlivate.
Eligible products may be returned within 30 days of delivery. If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery so we can review the issue and provide an appropriate resolution.
Return Eligibility
To qualify for a standard return:
- The return request must be submitted within 30 days of delivery.
- The product must be unused and in its original condition.
- Original packaging, tags, and accessories should be included where applicable.
- The product must not have been altered, resized, engraved, or modified after delivery.
- The product must not be identified as Final Sale.
- Personalized or customized products may not qualify for standard returns.
All approved returns are subject to inspection.
Non-Returnable Items
The following products are generally not eligible for standard returns:
- Used or worn products
- Personalized or customized products
- Engraved, altered, resized, or modified products
- Products damaged through misuse, improper care, or normal wear and tear
- Products missing essential packaging or accessories
- Products identified as Final Sale at the time of purchase
Certain products may have additional return restrictions stated on the product page.
Nothing in this policy limits or excludes any rights or protections available under applicable consumer protection laws.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or different from what you ordered, please contact us within 7 days of delivery.
Please provide:
- Order number
- Description of the issue
- Clear photos of the product
- Photos of the packaging, when applicable
After reviewing your request, we may provide a replacement, refund, or another appropriate resolution, depending on the circumstances.
Please do not return the item until Petlivate provides return instructions.
How to Request a Return
To request a return, contact us:
Email: support@petlivate.com
Phone: +1 650-442-5976
Please include:
- Full name
- Order number
- Product name
- Reason for the return
- Photos, if applicable
We will review your request and, if approved, provide the appropriate return instructions and return address for your specific order.
Please do not send a return before receiving instructions from Petlivate.
Return Shipping Costs
Change-of-Mind Returns
For returns due to a change of mind, incorrect selection, personal preference, or similar reasons, the customer is responsible for the return shipping cost.
Original shipping charges, where applicable, are generally non-refundable for standard change-of-mind returns.
Damaged, Defective, or Incorrect Items
If we confirm that an item arrived damaged, defective, or was incorrectly shipped, we will provide appropriate return instructions and work with you regarding applicable return shipping costs.
Business Address
Petlivate
8375 Sultana Ave
Fontana, CA 92335
United States
For all returns, please contact Petlivate before sending your package. We will review your request and provide the appropriate return instructions and return address for your specific order.
Do not send a return until you have received return instructions from Petlivate.
Return Inspection
Once your returned package is delivered to the designated return location, the product will be inspected to confirm that it meets the requirements of this policy.
Please allow up to 5 business days for the inspection process.
You will receive an email once your return has been reviewed.
Refunds
If your return is approved, the refund will be issued to the original payment method used for the purchase.
After Petlivate issues the refund, your bank or payment provider may require additional processing time before the funds appear in your account.
Please allow approximately 5–10 business days for the refund to appear in your account.
Processing times may vary depending on your payment provider or financial institution.
If you have not received your refund after the applicable processing period, please contact your payment provider first. You may then contact us if further assistance is needed.
Partial or Rejected Refunds
A return may be rejected or may qualify for a partial refund if the returned product:
- Shows signs of use or wear
- Has been damaged after delivery
- Has been altered or modified
- Is missing essential packaging or accessories
- Does not meet the requirements of this policy
Any applicable refund adjustment will be determined after inspection.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible after placing your order.
We will make reasonable efforts to cancel the order before it enters processing or is shipped.
Once processing or shipment has begun, cancellation may no longer be possible.
If the order has already shipped, you may request a return after delivery if the product is eligible under this policy.
Exchanges
Exchanges may be available for eligible products, subject to product availability.
To request an exchange, contact us at:
Please contact us before returning the product so we can confirm availability and provide the appropriate instructions.
If the requested replacement is unavailable, we may offer another appropriate resolution.
Lost or Delivered Packages
If your tracking information shows that your package was delivered but you cannot locate it:
- Check around your delivery location, including entrances, mail areas, and other safe delivery locations.
- Ask household members, neighbors, or building management if they received the package.
- Review the carrier’s tracking information for additional delivery details.
- Contact the shipping carrier if the package still cannot be located.
If the package remains missing after these steps, contact Petlivate with your order number and tracking information. We will review the situation and assist where possible.
If a package is confirmed to be lost while in transit, please contact us so we can review the shipment and determine the appropriate next steps.
Important Return Instructions
Always contact Petlivate before sending a return.
Only send a return to the address and according to the instructions provided by Petlivate for your specific order.
Returns sent without prior authorization or to an unauthorized address may be delayed or may not be processed correctly.
Consumer Rights
This policy is intended to explain Petlivate’s standard return and refund procedures.
Nothing in this policy limits or excludes any rights or remedies that cannot be waived under applicable consumer protection laws.
Contact Us
If you have questions about returns, refunds, exchanges, or an order, please contact us:
Petlivate
Email: support@petlivate.com
Phone: +1 650-442-5976
Address: 8375 Sultana Ave, Fontana, CA 92335, United States