Refund Policies

PETIO · CUSTOMER CARE

Shopping should feel good for you and your pets. Here's how we handle refunds, replacements, returns, and delivery issues.

PETIO is committed to providing helpful customer service and a positive shopping experience. This policy explains how we handle requests for refunds, resends, replacements, returns, and order disputes.

Important: Dispute Procedures

Please submit disputes through the appropriate platform or channel when required. Failure to follow applicable dispute procedures may affect the handling of your claim or account status under the relevant platform's rules.

What Qualifies for a Refund, Resend, or Return?

Each request is reviewed based on the order details, tracking information, evidence provided, applicable platform requirements, and any legal rights that apply.

A refund returns eligible payment to the original payment method where possible. A resend or replacement means another item is sent, subject to availability and approval.

1. Order Delays

International deliveries may take longer than expected because of customs clearance, carrier operations, pickup issues, or destination-specific restrictions. The following timeframes are the original policy's stated thresholds for reviewing certain delayed orders.

United States 45 days After departure
Brazil 110 days Allowing for customs delays
Other countries 100 days For certain shipping lines

If your package appears delayed, please check the tracking information and contact your local post office where appropriate before submitting a claim. Make sure the shipping address provided at checkout is correct.

2. Orders Not Received

Tracking shows “Delivered”

If tracking indicates that an order has been delivered, contact the carrier or local post office to verify the delivery location. Under the original policy, refunds or resends are not provided solely when tracking shows “delivered.” Any applicable legal rights remain unaffected.

Tracking does not show delivery

A non-delivery certificate or other written confirmation from your local post office may be required to support a non-delivery claim. Please also provide your order number and available tracking information.

3. Damaged Products

If your product arrives damaged, please contact us with clear photos or videos showing the product and the affected areas.

  • ✓Severe product damage: A full refund or replacement may be offered after review and approval.
  • ✓Minor product damage: A partial refund may be considered for issues such as small scratches.
  • ✓Packaging damage: Packaging damage alone caused during international shipping is not covered under the original policy.
  • ✓Electronic products: Claims must be submitted within 30 days under the original policy.

Please keep the item and its packaging until your claim has been reviewed. Do not dispose of a damaged item if we may need additional evidence.

4. Incorrect or Missing Products

If you receive an incorrect item or discover that something is missing from your order, contact us as soon as possible.

  • ✓Incorrect products: A full refund or replacement may be offered after the issue is verified.
  • ✓Missing non-critical parts: A partial refund or resend may be offered, depending on the situation.
  • ✓Size-related concerns: Include a photo showing the product and its measurements so we can review the issue.

Please include your order number and clear photos of the received products, packaging, labels, and any missing or incorrect items where applicable.

5. Order Cancellations

  • ✓Before processing or shipping: A full refund may be provided if cancellation is approved before fulfillment begins.
  • ✓Customized or pre-order items: The original policy does not permit cancellations after payment for these items.

If you need to cancel an order, contact our support team as soon as possible. Once an order has entered processing or has shipped, cancellation may no longer be possible.

How to Submit a Dispute

To help us review your request efficiently, please provide the following information where relevant:

  • ✓Your order number and a clear description of the issue.
  • ✓Photos or videos showing damaged, incorrect, or missing products.
  • ✓Relevant screenshots of previous complaints or communications, including dates and message details where appropriate.
  • ✓Tracking information or a non-delivery certificate if required.
  • ✓The product itself, if a return is requested and the return is authorized.

Please submit claims within the applicable deadline and keep copies of your evidence and communications.

Important Notes & Exceptions

1. Dispute Deadlines

The original policy requires disputes to be filed within 7 days of delivery or the expected delivery date. Please check any applicable platform deadlines and local consumer protection laws, which may provide different or longer timeframes.

2. Force Majeure

Delays may occur because of events beyond reasonable control, including:

  • ✓Natural disasters and severe weather.
  • ✓Epidemics or public health emergencies.
  • ✓Customs inspections, restrictions, or delays.
  • ✓War, civil unrest, or other major disruptions.

These circumstances may affect delivery estimates. They do not automatically remove any refund, delivery, or other rights required by applicable law.

3. Closed Orders

The original policy states that disputes are not accepted once an order is marked “closed.” Contact support promptly if you believe an order was closed incorrectly. This condition does not override any mandatory consumer rights.

Shipping Method & Destination Restrictions

Shipping methods

The original policy lists the following shipping methods as restricted for disputes:

  • •PostNL
  • •Electric PostNL
  • •CJPacket EUB
  • •CJPacket Postal Route
  • •CJPacket Railway Economy

The original policy also excludes disputes for non-trackable shipping methods. However, this restriction does not waive rights that cannot legally be excluded.

Destination limitations

Some destinations may have delivery limitations or elevated shipping risks. We may need to investigate delivery issues on a case-by-case basis, subject to applicable consumer laws and the terms of the shipping service.

Return Requirements

  • ✓Prior authorization: Returns must be approved by PETIO before an item is sent back.
  • ✓Return period: The original policy specifies a 30-day return period from receipt.
  • ✓Designated warehouses: Approved returns must be sent to the return address or warehouse provided by our support team.
  • ✓Unauthorized returns: Items sent without authorization may not be processed under the standard return procedure.

Do not ship a return until you receive the correct return instructions. Return shipping costs, product condition requirements, and processing timelines should be confirmed with support before sending an item back.

Service-Based Products

The original policy states that services, such as packaging or photography, are non-refundable once fulfilled.

For service-related quality concerns, please contact support with a clear explanation and relevant evidence. Requests may be reviewed individually, subject to the service agreement and applicable consumer protection laws.

Unacceptable Disputes & Exclusions

Under the original policy, the following reasons may not qualify for a refund, resend, or return through the standard claim process:

  • ×Change of mind after purchase.
  • ×A product looks different from personal expectations, where it is not defective or misrepresented.
  • ×Delays caused by customs or natural events, without another qualifying issue.
  • ×Incorrect products ordered or incorrect shipping addresses provided by the customer.
  • ×Product odors or other concerns that do not establish a defect or other qualifying issue.
  • ×Deleted or unavailable tracking information without sufficient supporting evidence.
  • ×Claims that do not meet applicable evidence or verification requirements.

Every request is subject to review. These exclusions do not remove any non-waivable rights you may have under applicable consumer protection law.

Need Help With Your Order?

Not sure whether your order qualifies for a refund, replacement, resend, or return? Our support team can help you understand the next steps and required documentation.

Email: support@petio.shop

For faster assistance, include your order number, a short description of the issue, and relevant photos or tracking details.

We're here to help.

Let's work together to find the right solution for your order.

Contact Support
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