Refund policy
At The Pet Perch, your pet's health and safety are our top priorities. We want you to shop with complete confidence, which is why we offer clear, fair return terms while upholding strict product safety standards for all pet products.
Return Policy Overview
| Policy Feature | Details |
|---|---|
| Return Window | 30 Days from confirmed delivery date |
| Item Condition | Unopened, unused, in original packaging with tags intact |
| Return Shipping Costs | Customer responsible (Unless item arrives damaged or incorrect) |
| Restocking Fee | Up to 20% on discretionary returns or items with damaged packaging |
Non-Returnable Items (Pet Safety Guarantee)
To ensure strict safety standards, hygiene, and product integrity for all animals, we cannot accept returns on the following categories once delivered:
- Consumables: Opened or used pet food, treats, supplements, or topicals.
- Medications & Treatments: All fish antibiotics, medications, and health treatments.
- Final Sale Items: Clearance products, gift cards, or promotional bundles marked final sale.
How to Start an Authorized Return
- Email sales@thepetperch.com with your Order Number, photos of the item in its original packaging, and the reason for the return.
- Our team will review your request and reply within 2 business days with your Return Authorization and dedicated warehouse destination address.
- Pack the item securely using a trackable shipping service (USPS, UPS, FedEx) and email us your tracking number.
Important Notice: Returns sent back without prior authorization, or shipped to an address other than the specific facility provided in your approval email, cannot be processed or refunded.
Return Shipping & Handling
- Customer Responsibility: You are responsible for return shipping label costs unless the return is due to our error (damaged, defective, or incorrect item received).
- Tracking Requirement: We strongly advise using a trackable shipping method with delivery confirmation. We cannot issue refunds for returned items lost in transit by the carrier.
- Original Shipping Charges: Shipping fees paid at checkout are non-refundable.
Refund Processing
Once your return parcel is delivered to our facility, it undergoes inspection within 3 business days.
- Approval: Approved refunds will be credited back to your original payment method within 5–10 business days.
- Bank Processing: Depending on your financial institution, posting times may vary slightly.
Damaged, Defective, or Incorrect Items
If your package arrives damaged, defective, or with missing/incorrect items, we've got you covered!
Contact us within 7 days of delivery at sales@thepetperch.com with:
- Your Order Number
- Clear photos of the damaged item and outer shipping container
We will immediately send out a replacement or issue a full refund at zero additional cost to you.
Order Cancellations & Modifications
We process orders rapidly to keep delivery times short. Once an order enters processing or transit, it cannot be canceled or modified. If you realize an address error immediately after purchasing, contact us right away—we will do our absolute best to update it before fulfillment begins, though changes cannot be guaranteed.
Questions About Returns?
Our support team is standing by to assist you and your pets!
- 📧 Email: sales@thepetperch.com
- 📞 Phone: (913) 325-2686
- ⏰ Hours: Mon–Fri 8:00 AM – 5:00 PM EST | Sat 8:00 AM – 12:00 PM EST
The Pet Perch — Happy Pets, Happy People 🐾