Return and Refund Policy

Last updated: August 18, 2026

We want you to feel confident shopping at The Pet Perch. If something is not right with your order, please review the policy below and contact us through our Contact page.

Return Window

You may request a return within 30 days of the date your order was delivered. Returns requested after 30 days may not be accepted.

Return Eligibility

To qualify for a return, an item must:

• Be unused, unworn, unwashed, and in the same condition in which it was received.

• Include its original packaging, tags, accessories, manuals, and other included materials.

• Be accompanied by the order number or another acceptable proof of purchase.

Items that show signs of use, pet hair, odors, washing, damage caused after delivery, missing parts, or removed tags may be denied or receive a reduced refund where permitted by law.

Starting a Return

Before sending anything back, contact us through our Contact page and include:

• Your full name.

• Your order number.

• The item you want to return.

• The reason for the return.

• Clear photographs if the product is damaged, defective, incomplete, or incorrect.

After reviewing the request, we will provide return instructions and the correct return address.

Do not return an item to the address printed on the original package and do not send it to our business address unless we specifically instruct you to do so. Products may be fulfilled from different partner warehouses, and unauthorized returns may be lost or refused.

Return Shipping Costs

• If the item arrived damaged, defective, incomplete, or incorrect, The Pet Perch will cover reasonable return-shipping costs or provide another solution at no additional cost.

• If the return is due to a change of mind, an incorrect size or color ordered, or another reason that is not our error, the customer is responsible for return-shipping costs.

• Original shipping charges are non-refundable unless the return is caused by our error or required by applicable law.

• We recommend using a trackable shipping service and keeping the shipping receipt. We cannot guarantee receipt of a return sent without tracking.

For certain low-cost items, we may offer a refund or replacement without requiring the item to be returned. We will tell you if this applies to your request.

Damaged, Defective, Incomplete, or Incorrect Items

Please inspect your order when it arrives. If an item is damaged, defective, incomplete, or different from what you ordered, contact us within 7 days of delivery.

Include clear photographs of:

• The product and the problem.

• The shipping label.

• The external packaging.

• Any damaged internal packaging.

After reviewing the information, we may offer a replacement, refund, missing part, or another appropriate solution. Do not discard the item or packaging until we have completed our review.

Non-Returnable Items

The following items cannot normally be returned unless they arrived damaged, defective, or incorrect:

• Used, worn, washed, or altered products.

• Items with pet hair, stains, odors, bite marks, scratches, or other signs of use.

• Opened hygiene, grooming, or personal-care products when returning them would create a health or sanitation concern.

• Personalized or custom-made items.

• Gift cards or downloadable products.

• Clearance or final-sale items clearly marked as non-returnable before purchase, except where applicable law requires otherwise.

Contact us if you are unsure whether an item is eligible.

Exchanges

The fastest way to receive a different item, size, or color is normally to return the original item and place a new order after the return is approved. If the original item arrived damaged, defective, or incorrect, contact us before ordering a replacement.

Refunds

We will inspect the return and notify you whether the refund is approved. Approved refunds are sent to the original payment method.

Please allow:

• Up to 5 business days after the return is delivered for inspection.

• Approximately 5–10 business days after approval for the refund to appear, depending on your bank or payment provider.

Processing times vary by financial institution. If more than 15 business days have passed since we approved your refund, please contact us.

Order Changes and Cancellations

Contact us as soon as possible if you need to change or cancel an order. We can usually help within 12 hours of purchase, but cancellation is not guaranteed because orders may enter processing quickly.

Once an order has been processed or shipped, it cannot be cancelled. You may request a return after delivery if the item meets the eligibility requirements above.

Packages Returned to Sender, Refused, or Undeliverable

Customers are responsible for providing a complete and accurate shipping address. If a package is returned because of an incorrect or incomplete address, refusal, failed delivery attempts, or failure to collect it, we may deduct the original shipping and return-shipping costs from the refund where permitted by law.

Contact us immediately if you notice an address error. We cannot guarantee that an address can be changed after processing begins.

Lost or Missing Packages

If tracking shows that a package is still moving, please allow the carrier’s estimated delivery period to pass. If tracking shows delivery but you cannot locate the package, check with household members, neighbors, the carrier, and the delivery location before contacting us.

Contact us if an order appears lost or has not moved for an unusually long period. We will investigate with the carrier or fulfillment partner and determine the appropriate resolution.

Consumer Rights

This policy does not limit any rights you may have under applicable consumer-protection law. Where local law provides stronger rights, those rights will apply.

Contact Us

To request a return, report a problem, or ask a question, use our Contact page. Include your order number so we can assist you faster.