Return and Refund Policy

At The Pet Express, we offer a 30-day return policy. You have 30 days from the date you receive your order to request a return.

Eligibility for Returns

The item must be unused and in its original, unopened packaging.

A return request must be made before sending the item back.

Proof of purchase (receipt or order number) is required for all returns.

How to Initiate a Return

To start the return process, please contact us at support@thepetexpress.shop. If your return is accepted, we will send you a return shipping label along with instructions on how to return the product.

Return Shipping Address: 1003 Hereford St, College Station, TX 77840, USA

Important: Returns will only be accepted after a return request has been made.

Returns

We accept returns for both defective and non-defective products. Whether you are dissatisfied with your purchase or if the product is defective, you can return it according to the guidelines below.

Return Guidelines:

Products must be returned within 30 days from the date of delivery.

The item must be unused and in its original packaging.

A valid proof of purchase (receipt or order number) is required for all returns.

Return Method:

Returns must be mailed to the address provided above.

A return label will be included with your package.

We do not charge a restocking fee for returns.

Refund Processing Time:

Once we receive and inspect your return, we will notify you about the refund status. If approved, refunds will be processed within 10 business days. Please note that the time it takes for the refund to appear in your account may vary depending on your payment provider.

If 15 business days have passed since your return was approved and you have not received your refund, please contact us at support@thepetexpress.shop.

Damages and Defective Products:

Please inspect your order immediately upon receipt. If the product is damaged, defective, or incorrect, contact us right away so we can resolve the issue.

For defective products, we will cover the return shipping costs (USD 0.00) and there is no restocking fee.

Customer Remorse:

If you no longer want the item or purchased it by mistake, please contact us immediately. You will be responsible for the return shipping cost.

You’ll be responsible for the return shipping cost.

Return shipping will be at your expense and e-stocking fee is (USD 0.00).

Please inspect your order as soon as you receive it, and contact us right away if you need assistance.

Exchanges:

We only offer exchanges for defective or damaged products. If you need an exchange, please email us at support@thepetexpress.shop.

For non-defective exchanges, the quickest way to receive a replacement item is to return the original product and place a new order.

Customer Service:

If you have any questions or need help with returns, exchanges, or anything else related to your order, don’t hesitate to reach out to our customer service team at:

Phone: +1 979-429-3446

Email: support@thepetexpress.shop

Address:1003 Hereford St, College Station, TX 77840, USA

Business Hours: 9:00 am – 5:00 pm (Monday – Friday)