Refund policy

 

✅ Return & Refund Policy 

Last updated: December 2025

Thank you for shopping at PetCreek!
We want you and your pet to be fully happy with every purchase. If something isn’t right, we’re here to help.

🎁 Holiday Extended Returns (Limited Time)

Orders placed between November 15 – December 31 qualify for our extended 45-day return window.

✅ 30-Day Return Guarantee

We offer a 30-day return policy (45 days during holidays) on most products.

To be eligible:

  • Item must be unused, unwashed, and in its original packaging.

  • Return request must be submitted within the allowed return window.

📩 How to Start a Return

To begin a return, email us at:

📧 support@petcreekshop.com
Please include:

  • Order number

  • Item(s) you want to return

  • Reason for return

  • Photo/video if the item arrived damaged, defective, or wrong

Our team will respond within 24–48 hours with next steps.

🚫 Non-Returnable Items

For hygiene and safety reasons, certain items cannot be returned:

  • Used pet clothing

  • Used grooming tools

  • Pet beds and carriers that show wear

  • Custom/personalized items

  • Clearance or final-sale items

If an item arrives damaged or incorrect, we always replace or refund it, even if it’s normally non-returnable.

📦 Damaged, Defective, or Wrong Item? (Free Replacement)

If your order arrives:

  • Damaged

  • Defective

  • Incorrect
    We will send a free replacement or issue a full refund.

Please send a photo or video within 7 days of delivery.

💸 Refunds

Once your return is approved and processed:

  • Refunds go back to your original payment method.

  • Expect the refund to appear in 3–10 business days, depending on your bank.

🔄 Exchanges

Need a different size or color?
We offer free exchanges on qualifying items. Email us at support@petcreekshop.com to get started.

🚚 Return Shipping Costs

  • If the issue is our fault (damaged, wrong item, defective), we cover 100% of return shipping.

  • For other returns (sizing, change of mind), customers cover return shipping.

We keep this simple and fair.

❗ Package Not Delivered or Lost

If your tracking shows your package hasn’t moved in 10+ days, or shows "delivered" but you did not receive it:

📞 Need Help?

Our support team is here to help with any questions.

📧 support@petcreekshop.com

Thank you for shopping with PetCreek! 🐾