Returns & refunds
Happy pets or money back. No hoops. No time limits. That's the whole thing.
The PetTok Shop guarantee
If your pet doesn't love it, we make it right. Not because we have to — because it's the right thing to do. Email us, tell us what happened, and we'll sort it. Refund, replacement, store credit — your call.
Initiating a return
Step 1: Email us with your order number and what didn't work. A photo helps but isn't required — especially if your pet consumed the evidence.
Step 2: We'll send you instructions. For most returns, you keep the item and we process the refund. For large items, we may ask you to ship it back — we'll cover the cost in that case.
Step 3: Refund hits your original payment method within 5–7 business days after we process it.
What qualifies
- Product arrived damaged or defective
- Wrong item sent
- Pet won't eat it or play with it
- You changed your mind (we get it)
- Item doesn't match the description
- Item used but not satisfied — contact us, we'll figure it out
- Past 30 days — still worth reaching out
- Opened treats/food — depends on the product, but ask anyway
- Items purchased from third-party sellers (check before you buy)
- Products altered or damaged by the buyer
Refund timeline
Once we process your return, refunds go back to the original payment method within 5–7 business days. If you paid with a card, it may take an additional 3–5 days for your bank to post it. If you need it faster, let us know and we'll see what we can do.
If 10 business days have passed and you haven't seen your refund, contact us — we'll follow up with the payment processor directly.
Exchanges
Need a different size, flavor, or product entirely? Skip the return process. Email us with your order number and what you need instead. We'll get the right item to you and handle the rest.
Start a return or exchange: Email us or call 951-254-6320.