Order cancellation Refused Orders Incorrect/Damaged Items Return Policy Exceptions Returns Form

Our goal is the complete satisfaction of each and every one of our customers. That's why we make our return policy easy and convenient for busy Pet Parents like you. We hope that all of our customers are satisfied with their purchase. However if the rare situation occurs where you are not, we invite you to return your item to us. Please review the return policy below.

No-Hassle Returns
  • Returns need to be requested within 30 days (60 days for Dog Fences, Training Collars, and Bark Collars) of invoice date. Returns must be received within 14 days from the date the RMA (Returned Merchandise Authorization) is issued. Initial and return shipping charges, even those shipped under PetStreetMall's free shipping offer, are not refundable. All orders are subject to a 20% restocking fee. Return Policy Exceptions are listed below.

  • All returns must have a Return Authorization Number. No returns will be accepted without receiving prior return authorization.

  • Pet Street Mall is not responsible for defective items. In the rare event a customer receives a defective item they are to contact the manufacturer for warranty information. Manufacturer contact information should be included with the item ordered.

  • Merchandise must be in a new, un-used condition, in the original unopened packaging and must include manuals, blank warranty cards and all accessories provided by the manufacturer. All returns will be inspected by our returns specialists. If the item returned is not free of pet hair, debris and/or odor, your refund will be less than the original charge to you or no refund at all.

  • Partial returns and/or damages will not receive a full credit. Items damaged through "wear and tear" or due to return shipping damage will receive partial or no credit at the discretion of PetStreetMall.

  • Any clothing and/or footwear must be free of hair, debris and odor. Items must be in new, unworn, unwashed condition with all tags attached. If any clothing or footwear items are returned in a condition less than new, unworn, unwashed, there will be no credit issued.

  • Due to manufacturer policies, the following products cannot be returned and do not qualify for a refund, BOWSER, PET GEAR, and PETaPOTTY. Furthermore MUTTLUKS HotDoggers are only intended for a limited number of uses, therefore are considered disposable and cannot be accepted as a return.

  • For your protection, please send your return via carriers who offer package tracking with delivery address verification or signature proof of delivery such as FedEx or UPS. If sending via USPS, signature required is the best option, as tracking for normal shipments only shows delivery to a zip code, therefore not providing adequate proof of delivery. Please retain your return tracking information for reference. PetstreetMall is not responsible for lost shipments. Return shipping costs are non-refundable.

  • Please allow up to 30 days for your return to be inspected and for accounting to issue your credit. Credits will be applied back to the original credit card used for purchase.

With PetStreetMall's NO-HASSLE Return Policy, we make it easy.
All we ask is that you Fill Out and Submit our Returns Form, and
We'll take care of the rest!
Returns Form
Order Cancellation

We strive to process your order as quickly as possible in order to get it to you in a very timely manner. If you decide you must cancel your order, please do so by calling our toll-free number to obtain a cancellation number to be kept in your records. 1-800-957-5753

NOTE: If order has been processed and invoiced it can not be cancelled. Processed and invoiced is done when order has been closed, credit card has been charged and the order is ready for shipment. At this time order can not be cancelled.

Refused Orders

Should you decide that you wish to refuse receipt of an item when delivered by UPS, USPS, FedEx or common carrier and legitimately ordered from us, a credit will be issued for the item, minus shipping charges both ways and a 10% restocking fee. The credit will be issued once the item has been returned to us and inspected by our return specialists.

Incorrect/Damaged Items

Problem with your order? In the unlikely event that there is a discrepancy with your order, such as an incorrect item or a damaged item, please call our customer service line at 800-957-5753 within 14 calendar days. Unfortunately, we may be unable to correct any issues outside of that time frame.

Return Policy Exceptions
  1. Due to manufacturer policies, the following products are to be returned to the manufacturer and are subject to a 20% restocking fee and cost of shipping and handling: Select Innotek products, Merry Products, Agility Equipment, Dog Kennels, Outdoor Kennels, Pet Playpens, Small Animal Cages, Dog Crates, Pet Gates, Pet Beds, Dog Houses, Pet Stairs, Pet crates, Pet Carriers, Pet Ramps, Booster Bath, Pet Patio Doors and Garden and Wall Sculptures.

  2. Electronic Pet Products (Dog Fences, Training Collars, and Bark Collars): We offer a 60 day return policy on electronic pet products. Return requests must be submitted within 60 days of the Invoice date. Product must be returned in new condition, unopened packaging, Deductions will be made for opened packages, missing items, and damaged or dirty items. Initial cost of shipping, even if represented as free can not be credited back. Initial and return shipping charges, even those shipped under PetStreetMall's free shipping offer, are not refundable.

  3.       2a. The Perimeter WIFI wireless fence is subject to a maximum $25 restocking fee.

          2b. The PetSafe Wireless Instant Fence is subject to a maximum 20% restocking fee, as well as a deduction for the initial cost of shipping.

  4. Products that have been personalized in any way, including clothes, urns, etc., cannot be returned and do not qualify for a refund.

  5. All Ergo returns or defectives will be handled directly through Ergo Systems at the requirement of the manufacturer. Contact can be made directly with Ergo or through our returns department 888.374.6797.

  6. All Merry Products are ineligible for return unless item is deemed defective or incorrect from invoice. Personal preferences such as color are ineligible for return.

  7. ASI Leopard Carpet Stairs are no longer returnable due to a materials shortage

  8. Patio Pacific has implemented a new policy on Endura Flap Sashes. The #12 Sash is now non returnable in all width ranges and the width range of 22” – 25” for all 4 sizes are also non returnable.

Questions

If you have any questions about your return, when your card was credited, etc, please contact our returns department at returns@petstreetmall.com.

Still have Questions? No worries, our customer service team is here to help.
Just give us a call 800-957-5753

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