Shipping & Returns

At PetJoy Shop, we’re committed to making pet parenting easier with quality products and hassle-free service. Whether you’re shopping for your playful pup or curious cat, we want you to be completely satisfied with every purchase.

Shipping Information

Order Processing

We typically process orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

Note: Delivery times may vary during peak seasons or due to circumstances beyond our control. We currently ship worldwide, excluding some Asian countries and remote areas.

Our Returns Policy

We accept returns of most new, unopened items within 15 days of delivery for a full refund. If we made a mistake (wrong or defective item), we’ll cover return shipping costs.

Non-Returnable Items

For health and hygiene reasons, we cannot accept returns on the following unless they’re faulty:

• Cat Dental Care products
• Cat Flea, Tick & Wormers
• Opened Anxiety/Calming Treatments
• Used pet grooming tools (brushes/combs)

How to Return an Item

Step 1: Request a Return

Email our customer service at [email protected] within 15 days of receiving your order with:

• Subject: Return Request – Order #[Your Order Number]
• Email body including:
  • Product name and reason for return
  • Your preferred resolution (refund or exchange)
  • Your contact information

Step 2: Wait for Authorization

We’ll respond within 1-2 business days with return instructions and a Return Merchandise Authorization (RMA) number if applicable.

Step 3: Package and Ship Your Return

Please repackage the item securely in its original packaging with all tags attached. Include a copy of your order confirmation and ship to:

Step 4: Receive Your Refund or Exchange

Once we receive and inspect your return, we’ll process your refund or ship your exchange within 3-5 business days.

Refund Information

Refunds will be issued to your original payment method:

• Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days after processing
• PayPal: 3-5 business days after processing

Note: Original shipping charges are non-refundable unless the return is due to our error.

Exchange Policy

Need a different size, color, or product? We’re happy to help!

• Follow the standard return process indicating you’d like an exchange
• For exchanges to a more expensive item: Pay the difference
• For exchanges to a less expensive item: We’ll refund the difference

Damaged or Defective Items

If you receive a damaged item (like a malfunctioning automatic feeder or broken cat flap), contact us immediately with photos. We’ll arrange a replacement or refund and cover all return shipping costs.

International Returns

For customers outside the UK:

• You’re responsible for return shipping costs unless it’s our error
• Mark packages as “Returned Goods” to avoid customs charges
• We recommend using a trackable shipping service

Thank you for choosing PetJoy Shop – where happy pets begin!