Effective date: July 18, 2026
At PawMart, we want you and your pets to be satisfied with every purchase. This policy explains when returns, replacements, and refunds are available.
30-Day Return Window
Eligible items may be returned within 30 days after delivery. To qualify, an item must be unused, unopened, in its original packaging, in resalable condition, and accompanied by proof of purchase or the PawMart order number.
Non-Returnable Items
For health, safety, and product-integrity reasons, we do not accept returns of opened pet food, opened treats, opened supplements or vitamins, prescription products, personalized or custom-made items, gift cards, clearance items, or products marked final sale.
Damaged, Defective, or Incorrect Items
Contact us within 7 days after delivery if an order arrives damaged or defective, or if you receive the wrong item. Include your order number, a brief explanation, and clear photographs of the product and packaging. After review, we may provide a replacement, refund, or other appropriate resolution at no additional cost.
How to Start a Return
Email support@petmartonline.shop before mailing any item. Include your full name, order number, item being returned, and reason for the return. We will provide instructions and, when applicable, a prepaid return label. Returns sent without authorization may be delayed or refused.
Return Shipping
PawMart will cover approved return shipping when the item is defective, damaged in transit, or incorrectly shipped. For other eligible returns, the customer is responsible for return shipping unless a promotion states otherwise.
Refunds
We will notify you after the return is received and inspected. Approved refunds are issued to the original payment method. Most refunds appear within 5–10 business days after processing, depending on the bank or payment provider. Original shipping charges are non-refundable unless the return resulted from PawMart's error.
Exchanges
We directly replace items only when they are defective, damaged, or incorrectly shipped. For a different size, color, or product, return the original eligible item and place a new order.
Order Cancellations
We will try to cancel an order requested before processing or shipment, but cancellation is not guaranteed. Once an order ships, it is subject to this Return and Refund Policy.
Lost or Stolen Packages
If a package is lost in transit, contact us so we can work with the carrier. PawMart is not responsible for theft or loss after a carrier marks a package delivered, but we will make a reasonable effort to assist with a carrier investigation.
Contact Us
Email: support@petmartonline.shop
Phone: (502) 314-2798
Website: petmartonline.shop
