Refund policy

At Petty Creature, every order is carefully prepared for you and your pet. Please read this policy before ordering. By placing an order, you agree to these terms.

1. All Sales Are Final

We do not accept returns, exchanges, or refunds for:

Change of mind or “no longer needed”
Wrong size, color, or style ordered (please check size charts and product details before purchasing)
Your pet not liking the item
Items that are used, washed, worn, chewed, scratched, or soiled
Items without their original tags or packaging
Treats, consumables, grooming products, or hygiene items
Sale, clearance, or discounted items
Gift cards

For health and hygiene reasons, once a pet product has been opened or used, it cannot be resold.

2. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, you must contact us within 7 days of delivery at shoppettycreature@gmail.com with:

Your order number and the email used at checkout
Clear photos and/or video showing the issue, the item, the packaging, and the shipping label

Claims made after 7 days, or without photo or video proof, will not be accepted.

Once we approve your claim, we will offer one of the following, at our discretion:

A partial refund, and you keep the item
A free replacement of the same item
Store credit

A full return is offered only in rare cases and only if we approve it in writing (see Section 3).

3. Approved Returns (Rare Cases Only)

Returns are by approval only. Items sent back without approval will not be accepted, refunded, or sent back to you.

If we approve a return:

We will send you a return link and instructions. Do not ship anything until you receive them.
The item must be unused, unwashed, and in its original packaging and tags.
The return must be shipped within 30 days of the original delivery date.
Returns may be sent to an international processing facility. You are responsible for all return shipping costs, customs fees, duties, and taxes unless the return is due to our error.
International returns can take several weeks to months to arrive. Your refund will be processed only after the item is received and inspected.
We are not responsible for return packages that are lost, damaged, or held at customs. We recommend using a tracked shipping service.

4. Refunds

Approved refunds go back to your original payment method within 5–10 business days after approval.
Shipping fees are non-refundable.
Your bank or card issuer may take additional time to post the refund.

5. Order Cancellations

You can cancel an order within 12 hours of placing it. After 12 hours, orders are processed for fulfillment and cannot be canceled or changed.

6. Shipping Issues

Wrong address: We are not responsible for orders sent to an incorrect or incomplete address entered at checkout. Reshipping costs are the customer’s responsibility.
Marked as delivered: If tracking shows your order as delivered, we are not responsible for lost or stolen packages. Please check with neighbors and your local carrier first.
Not received: If your order hasn’t arrived within 7-10 business days after the estimated delivery date, contact us and we will investigate. We will reship or refund only after the carrier confirms the package is lost.

7. Chargebacks

Please contact us before filing a dispute with your bank or payment provider. We resolve every valid claim. Chargebacks filed without contacting us first may be contested using order records, tracking, and delivery confirmation.