Refund policy

At Petstone, we want you to feel confident and comfortable with every purchase. If something doesn’t arrive as expected or isn’t the right fit, we’re here to help. The details below explain which items can be returned, how to start a return, and how refunds work.

Return Timeframe

Returns are accepted within 30 days of delivery. After 30 days, we are unable to accept returns.

Return Eligibility

To qualify for a return, items must be:
• Unused, unworn, and unwashed
• Free of odors, stains, pet hair, or damage
• In original condition and original packaging

For hygiene and safety reasons, used pet products cannot be accepted. Items returned in used or damaged condition, or without original packaging, will be declined and returned at your expense.

Items We Can’t Accept

We cannot accept returns for:
• Used or worn items
• Washed or altered items
• Items showing signs of pet use
• Items returned without original packaging
• Clearance or final-sale items (if applicable)

Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us right after delivery with:
• Your order number
• A photo or video showing the issue

We will review the situation and resolve it as quickly as possible.

How to Start a Return

1. Contact us through our Contact Page with your order number.
2. Wait for approval and return instructions.
3. Ship the item back using the instructions provided.

Items sent back without approval may be refused. Items from our partner suppliers may go back to a different address than Petstone products, so always use the return instructions we send you.

Packaging Instructions

To make sure your return is accepted:
• Do not place shipping labels directly on the product’s branded packaging.
• Place the item inside a poly mailer, padded envelope, or box.
• Include all accessories and parts that came with the item.

If you’re unsure how to package an item, please contact us before shipping it.

Refunds

Once your return is received and inspected, we’ll let you know whether it’s approved.

If approved, your refund will be issued to your original payment method. Please allow time for your bank or card issuer to complete processing.

If you haven’t received your refund after 30 days, please contact us through our Contact Page.

Manually Processed Returns

If our support team must manually process a return request, a 10% processing fee may apply.

Order Cancellations and Changes

We can only change or cancel an order before it enters processing. If you need to update your shipping address or make other changes, contact us right after placing your order.

Once an order has been processed or shipped, we cannot make changes.