Return & Refund Policy

Last Updated: October 8, 2025

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 45 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 45 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