Refund policy

Refund, Replacement, and Return Policy

PervaPets — United States orders

We want you to be happy with your PervaPets order. This policy explains how refunds, replacements, and returns work.

1. Reporting an Issue

If your order arrives damaged, defective, missing an item, or you received the wrong item, please contact us at support@pervapets.com within 15 days of the delivery date.

To help us resolve your issue as quickly as possible, please include:

Your order number
A clear description of the issue
Photos and/or a short video clearly showing the problem (for damaged, defective, or incorrect items)

Reporting issues promptly helps us resolve them faster — claims submitted well after delivery may be more difficult for us to verify and process.

2. What's Covered

We will offer a full refund or a free replacement for:

Damaged items — arrived broken, torn, or otherwise physically damaged
Defective items — doesn't function as described
Incorrect items — wrong product, size, or color received
Missing items — part of your order didn't arrive
Non-delivery — tracking shows no movement for an extended period, or the carrier confirms the package is lost

In most cases, you will not need to physically return the item to us — simply provide the required evidence above, and once verified, we'll issue a refund or send a replacement. For select higher-value items, we may request that the item be returned before a replacement or refund is issued; if this applies, we will provide clear instructions and cover the details with you directly.

3. Change of Mind / No Longer Wanted

Since our items ship directly from our fulfillment partners and we're unable to retrieve a delivered item, we're not able to offer refunds, credit, or exchanges for change-of-mind requests once an order has shipped. We encourage you to review product details, sizing, and photos carefully before ordering. If you have any questions about a product before you buy, contact us at support@pervapets.com and we're happy to help.

4. Order Cancellations

Orders can be canceled for a full refund only if the request is made before the order has been processed for shipping. Once an order has shipped, it can no longer be canceled and falls under the return process above.

5. Claim Eligibility Window

Requests submitted after 15 days from the delivery date cannot be guaranteed, as our ability to verify and process claims with our fulfillment partners is time-limited.

6. Non-Returnable Items

For hygiene and safety reasons, the following cannot be returned once opened or used:

Grooming and personal care items (e.g., grooming brushes)
Items marked as Final Sale at the time of purchase

If you're unsure whether an item qualifies, contact us before purchasing and we'll be happy to clarify.

7. Refund Timelines

Once your refund is approved, we process it within 5–10 business days to your original payment method. Please note that your bank or card provider may take additional time to post the refund to your account after we issue it — this part is outside our control.

If more than 15 business days have passed since you received your refund approval confirmation and you still don't see the funds, please contact us at support@pervapets.com and we'll help you look into it.

8. Exchanges

If you received the wrong size, color, or item due to an error on our part, we'll send a free replacement as described in Section 2 — no need to return the original.

If you'd simply like a different size, color, or style and there was no error on our part, we're not able to offer a free exchange, since we're unable to retrieve the original item. You're welcome to place a new order for the item you'd like — please check our sizing guide and product details carefully before ordering to help avoid this.

9. Warranty

Product warranty coverage varies by item. Where a manufacturer or supplier warranty applies to a specific product, details will be provided on that product's page or made available upon request. This policy's defect/damage protections above apply regardless of whether a specific warranty is listed.