Refund policy
RETURNS & REFUNDS
Return & Refund Policy
Understand return eligibility, refund processing, puppy-specific conditions, cancellations and how to request assistance.
POLICY OVERVIEW
Important Return Timeframes
Eligibility requirements and exclusions still apply. Review the complete policy below before requesting a return.
ELIGIBLE SUPPLIES
14 Days
Return request window after delivery
DAMAGED ITEMS
48 Hours
Time to report defective or damaged items
APPROVED REFUNDS
5–10 Days
Possible bank or provider processing time
Please Read Before Purchasing
At PetMartHub, we strive to provide high-quality products and ensure a positive experience for every customer. This Return & Refund Policy outlines the conditions under which returns, refunds, and exchanges are accepted.
Please read this policy carefully before making a purchase.
SECTION 1
Pet Supplies
Return eligibility, exclusions, exchanges, refunds and return-shipping responsibilities.
Eligible Returns
We accept returns on eligible pet supply items within 14 days of delivery, provided that:
- The item is unused and in its original condition
- The item is in its original packaging
- The item is not damaged, altered, or worn
- Proof of purchase is provided
Non-returnable Items
We do not accept returns for:
- Used or damaged products, unless defective upon arrival
- Opened food items or perishable goods
- Hygiene-related products, including grooming tools, once opened
- Clearance or final sale items
Exchanges
Exchanges may be available for defective or damaged items.
If you receive a faulty product, please contact us within 48 hours of delivery.
Refunds
Once your return is received and inspected:
- Approved refunds will be processed to your original payment method
- Processing time may take 5–10 business days depending on your bank or provider
Shipping costs are non-refundable unless the return is due to our error.
Return Shipping
- Customers are responsible for return shipping costs
- We recommend using a trackable shipping method
SECTION 2
Puppy Purchases
Puppy reservations and transfers follow different conditions from standard pet supplies.
Important: Puppies Are Not Standard Returnable Products
Please review puppy information, reservation terms, health information and delivery arrangements carefully before confirming a purchase.
No Returns
Due to the nature of live animals, puppies are not treated like standard products and different rules apply.
We do not accept returns for puppies once they have been:
- Picked up
- Delivered
- Transferred to the buyer
Deposits
- Deposits made to reserve a puppy are generally non-refundable
- A deposit confirms your commitment to purchase
Health Concerns
We take the health of our puppies seriously.
If you believe there is a health issue:
- You must contact us within 24–72 hours of receiving the puppy
- A licensed veterinarian report may be required
Any resolution will be handled according to our Health Guarantee / Policy.
Responsibility After Transfer
Once the puppy is in your care, you are responsible for:
- Proper feeding and nutrition
- Veterinary care
- Safe environment and supervision
SECTIONS 3–4
Cancellations & Failed Deliveries
3. Order Cancellations
Orders may be canceled before shipping or processing.
Once an order has been shipped or delivered, it can no longer be canceled and must follow the return process.
4. Refused or Failed Deliveries
If a delivery fails due to:
- Incorrect address
- Unavailability of recipient
Additional shipping charges may apply.
SECTION 5 · HOW TO REQUEST A RETURN
Prepare Your Return Request
To request a return or report an issue, please include:
- Your order number
- Product details
- Reason for return
- Photos if the item is damaged
6. Policy Updates
We reserve the right to update or modify this policy at any time.
Changes will be posted on this page with an updated date.
Contact Information
PetMartHub
9125 REHCO RD, SAN DIEGO, CA 92121
service@petmarthub.com
+1 (386) 255-1066