Refund And Returns Policy

Order Cancellation

All orders can be cancelled until they are shipped. Once the packaging and shipping process has started, it can no longer be cancelled.

Refunds

Your satisfaction is our #1 priority. We want you to shop with confidence. That’s why we proudly offer absolute satisfaction guarantees that ensure you’ll receive your item on time and as described.

Our highest priority is to make you happy, so everyone who shops on thepetsbutler.com receives the following guarantees:

• full refund if you don’t receive your order;
• full refund if your order does not arrive within the guaranteed time (15 business days);
• full or partial refund if the item is not as described or damaged;
• full refund if you do not want the product you have received (but you must return the item at your expense and the item must be unused).

Full refunds are not available under the following circumstances:

• your order does not arrive due to factors within your control (e.g. providing the wrong shipping address);
• your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).

You can submit refund requests within:

• 10 business days after the order is delivered;
• 15 business days since your order was placed. You can do it by sending a message to customerservice@thepetsbutler.com.

If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

Easy Returns

We stand behind everything we sell. If you are not satisfied with your purchase, you can return it for a replacement or refund.

You have the right to return your order within 10 calendar days starting from the day on you have received your package.

The product must be in an unused condition and in its original packaging, if possible, with all its accessories and all packaged components.

Shipping costs will be the responsibility of the customer in cases of buyer personal reasons, such as didn’t like the color/quality, changed your mind, ordered by mistake, etc.

We will refund the full cost of the merchandise and shipping charges if the return is a result of our error or a faulty product.

How to Return an Item

If you want to initiate a return, please complete the following steps:

If your customer is really disappointed with the received product or the order is missing, here’s what you need to do

• If our customer reports a damaged or incorrect product, our customer submits a photo evidence within 14 days of receiving the item. If the claim is valid and approved, a refund will be issued.
• If the product packaging is damaged but the product itself is intact, please submit a claim to USPS directly.
• If a package is delivered (based on tracking number update) and our customer claims that they did not receive the item, our customer is to submit a claim to the shipping carrier directly. If our orders will be deemed delivered and in satisfactory condition if you do not report the issue within the time frame.

If you experienced any of the above scenarios, please report the issue within 14 days of receipt. Otherwise, you agree that the product is deemed delivered and satisfactory. Feel free to learn more to Contact Us at customerservice@thepetsbutler.com.

How do I request a refund, return, or exchange?

1. In the event of a refund, return, or exchange request from your customer, contact our Customer Support team via email at customerservice@thepetsbutler.com and include the evidence if required.

2. After we have approved the order refund, return, or exchange, the product must be returned to our warehouse which we will supply.

3. Our customer must return the product and provide a tracking number.

4. Once the tracking number has been provided (or once we have received the returned product), a replacement product will be shipped or a refund minus the shipping cost will be credited back to the card or original method of payment on file.

5. In order for thepetsbutler.com to ship a replacement product or process a refund for damaged or incorrect product, we require a tracking number for the item returned.

Please note that we provide:

• Refund if the item is not as described or damaged;
• Refund minus the shipping cost if our customer does not want the product they received. Our customer must return the item at their expense to our warehouse and the item must be unused.
• Please send us a photo of the products you’ve received with the return request to customerservice@thepetsbutler.com and follow the steps above.
• Return the item to the provided address in response email within 10 calendar days and send us the tracking number after you ship the item.
• Please do not send your purchase back to us unless we authorize you to do so.