Return & Refund Policy

Last Updated: March 20, 2026

At THEPETDREAM, we care about your satisfaction and want to make sure you have a pleasant shopping experience. Please review our return and refund policy carefully before placing an order.

1. Returns

1.1 Return Eligibility

We accept returns or issue replacements/refunds in the following cases:

• You received a damaged, defective, or incorrect product.
• Your package was lost in transit (must wait at least 30 days after shipment for U.S. orders).
• The item arrived incomplete or missing components due to fulfillment error.

All claims must be submitted with clear photo or video evidence within 7 days of delivery.

1.2 Non-Returnable or Non-Refundable Items

Due to hygiene, safety, and logistics restrictions, the following items are not eligible for return or refund unless defective:

• Pet grooming tools that have been used or unsealed
• Pet apparel that has been worn by pets
• Pet beds, blankets, or feeding accessories that show signs of use
• Face masks or similar accessories

1.3 Return Process

To request a return:

1. Contact us at support@thepetdream.com within 7 days of delivery.
2. Include your order number, reason for return, and photos/videos showing the issue.
3. Our support team will verify your claim and provide return authorization and instructions.

Important:

• Do not return any items directly to the shipping address or warehouse without authorization.
• As our fulfillment partner handles logistics from China, returns are processed at China return center.
• The customer is responsible for the return shipping costs and any associated fees.
• Returns must be unused, in original packaging, and requested within 14 days of receipt.

2. Refunds

2.1 Refund Approval

Once your return is received and inspected:

• We will send you an email notification confirming the approval or rejection of your refund.
• Approved refunds are processed within 5–10 business days to your original payment method.

2.2 Refund Exceptions

Refunds will not be issued for:

• Packages delayed due to carrier or customs issues but still in transit
• Incorrect addresses provided by the customer
• Items returned without prior authorization
• Change of mind or buyer’s remorse

3. Damaged or Missing Items

If your order arrives damaged or missing parts:

• Contact support@thepetdream.com within 3 days of delivery.
• Include clear photo or video evidence showing the issue.
  We’ll verify with our fulfillment partner and offer a replacement or refund based on our logistic partner's after-sale policy.

4. Lost Packages

If your order has not arrived:

• For U.S. orders, please allow at least 30 days from the shipping date before filing a lost-package claim.
• Once verified, we will issue a replacement or refund according to our logistic partner's tracking and logistics records.

5. Exchanges

We currently do not support direct exchanges.
If you need a different product, please request a refund (if eligible) and place a new order.

6. Contact Us

If you have any questions about this Return & Refund Policy, please contact us:

Email: support@thepetdream.com