Refund policy
Last updated: October 12, 2026
At Petcetera™, we want you and your pets to be completely satisfied. As a New York-based online store, we stand behind the quality of every item we curate for our community.
RETURNS
You have 30 days from the date of delivery to return most items for a refund or exchange. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
NON-RETURNABLE ITEMS
For health and safety reasons, the following items cannot be returned:
- Opened food, treats, or supplements
- Grooming products that have been opened or used
- Personal hygiene items (used pet bowls or bedding)
- Items marked as “Final Sale”
RETURN PROCESS
To start a return, please contact our team at hello@petceteranyc.com with your order number. We will send you return instructions and a Return Authorization (RA) number.
REFUNDS
Once your return is received and inspected, we will let you know if your refund is approved. Approved refunds are issued to your original payment method within 5–10 business days.
SHIPPING COSTS
All orders ship free. Customers are responsible for return shipping costs unless the return is due to our error (defective product or incorrect item shipped).
DAMAGED OR DEFECTIVE ITEMS
If your order arrives damaged, please contact us right away at 917-600-2914 or email us with photos of the damage. We will arrange a replacement or full refund at no cost to you.