Refund policy

RETURN AND REFUND POLICY

Petcous wants your order to arrive correctly and in good condition. Because some products are prepared through fulfillment partners, return and refund requests are reviewed based on the order details, fulfillment status, and the issue reported.

Damaged, incorrect, or missing items
If an item arrives damaged, unusable, incorrect, or missing, contact us within 30 days of delivery. Include your order number, checkout email, clear photos or video of the issue, the packaging, and the shipping label. Verified issues may qualify for a replacement or refund.

Delivered orders
If tracking shows delivered but you cannot find the package, check nearby delivery areas and contact the carrier first. A non-delivery confirmation from the carrier may be required before a replacement or refund can be reviewed.

Order cancellations
Orders can usually be canceled only before processing or shipping begins. Some fulfillment-reserved, custom, preorder, or print-on-demand items may not be cancelable after payment is submitted.

Buyer preference returns
We cannot guarantee returns for buyer preference reasons such as change of mind, wrong size selected, wrong color selected, wrong address entered, packaging damage only, or no longer wanting the item. If you have a concern, contact us and we will review the order.

Return shipping
If a return is approved, we will provide instructions for where to send the item. Unless the issue was caused by Petcous, the supplier, or fulfillment process, customers may be responsible for return shipping costs.

Refund timing
When a refund is approved, it is issued to the original payment method. Banks and payment providers commonly take 5-10 business days to post approved credits after the refund is processed.

Contact
For return or refund help, use the Contact page and include your order number and checkout email.