Your Satisfaction is our Number One Goal. At Petsmanual, we want you to be 100% satisfied with your purchase, and exactly what you want. Our sincere goal is to provide an enjoyable shopping experience that encourages you to shop with us for years to come. On the occasion that you receive a product that you just don't like or that doesn't match your decor, our experienced customer service staff is just a phone call away and will guide you through our easy return policy. Customers who place orders online are responsible for the accuracy of their product selection and information entered.
Cancellation before payment
If you haven't paid for your order yet, you are free to cancel it. Any order can be cancelled before it's sent out to you.
Cancellation after payment
If you've paid for your order and you would like to cancel it, please contact our customer service department and we'll cancel your order.
Once we've sent your order to you, please note that we can't accept cancellations. Once production of your order has started, we can't guarantee that your order can be cancelled or altered.
Sorry, but we can't cancel orders of custom or specialty products once we've started making them, because these are products that we only make to order; We don't keep them in stock.
If possible, we will propose an alternative choice or solution based on your original order.
If you cancel your order within 24 hours of receipt of payment confirmation, we will provide you with a full refund.
If you cancel your order after 24 hours of receipt of payment confirmation, we will provide you with a partial refund. You will be eligible for the cost of full shipping and 20% of the price of your order.
Our deductions are to cover our costs for restocking products and payment processing fees.
How many days do you have to return a product?
In order to return a product to us, please ensure that it is sent back within 30 days of your receipt of goods. We're sorry, but after 30 days we can't offer you a refund or exchange of goods.
How much will you pay for return shipping?
If you receive an item that is faulty, damaged or has been incorrectly sent to you, we will pay for the return shipping costs. If your order has been lost in transit, we will resend it to you, provided that the product is in stock. If it's out of stock, we'll send you a refund.
If you bought the wrong product by accident, the item doesn't fit, or you've decided you don't want the product, we will return the item fee to you. You will be responsible for the cost of shipping goods back to us. If we send a refund to you, we will deduct the return shipping costs.
Additional Non-Returnable Items
- Clearance items
- Gift cards
- Personalized items
- Items you have already assembled
- Items marked “Non-Returnable” on the sale page
- Open Box Items
Return Items You Ordered
If you would like to return goods to us, please email within 7 days of receipt of order, to request that you would like to return a package to us. Please note that we won't be held responsible for returns in the instance that we've not been told in advance, because we won't be able to match returns with your account.
When we've approved your request, we will offer to send you a return label and return address, please note that return address is not the location address or the parcel address.
In order to ensure that we accept your return package, please ensure that the goods are in the condition in which they were received by you: undamaged, unused and in the original packaging. Please email us the tracking number and send the package back to us as soon as possible.
If we don't approve your request for return, or your order has been sent back in what we reasonably deem to be in an unacceptable condition, we reserve the right not to process a refund of your order.
In order to process your return request, please keep the original packing materials and the shipping notes, because we may need them in order to process your return request efficiently.
Once you've sent the item back to us, please email a copy of the shipping receipt along with the tracking number. This will speed up the returns process, because otherwise we'll have to wait until the item is delivered to our warehouse.
If you would like to avoid paying high import duty on a return package, we advise you not to use an express mail service such as DHL, UPS, TNT or FedEx.
We don't recommend that you refuse to accept a parcel from us because of import duties or taxes. If you do, you will assume all liability for the costs of returning the parcel to us.
When we've received and inspected your return, we'll send you an email to tell you that your returned item has been successfully delivered back to us. At the same time, we'll let you know whether or not your refund has been approved or rejected. Provided that your refund has been approved, we'll process it. Your refund will be instantly applied to your credit card or your alternative original payment method.
Get Your Refunds
If you'd like a gift card refund or a return of store credit, you'll get your account credited within 1 business day after we've been told by you that we've returned your goods.
If you've paid by credit card, we'll start to issue your refund, after you've emailed to let us know that you have returned your items. It takes between 5 and 10 days for the majority of banks to process refunds.
Please allow up to 14 days for us to complete your return and process your refund if you require another refund method.
Late Or Missing Refunds (If Applicable)
If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund yet, please email us at firstname.lastname@example.org
Sale Items (If Applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (If Applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to email@example.com
If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your returned item.