Refund policy

Home    ›     Return policy

Return policy

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.

🛒 1. Pet Supplies 

✅ 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 (grooming tools, etc.) 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

🐶 2. Puppies 

Due to the nature of live animals, puppies are not treated like standard products, and different rules apply.

❌ No Returns

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

⚠️ 3. Order Cancellations

Orders may be canceled before shipping or processing.

Once an order has been:

  • Shipped
  • 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.

📩 5. How to Request a Return

To request a return or report an issue, contact us:

Email: service@petmarthub.com
Phone: +1 (386) 255-1066

Please include:

  • Your order number
  • Product details
  • Reason for return
  • Photos (if 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