Refund policy

14-Day Money-Back Guarantee

We want you to love what you ordered. If you're not satisfied with your purchase, you may request a full refund within 14 days of delivery.

How to Start a Return

Please contact us before sending anything back. Reach out to us at support@petspls.com and we'll guide you through the process. Returns sent without prior approval will not be accepted.

Once your return is approved, please ship the item to:

487 Yangmuqi Road, Ningbo, ZJ, 315048, China

Return shipping costs are the responsibility of the customer and will be deducted from your refund. For valuable items, we recommend using a tracked service or purchasing shipping insurance, as we cannot be held responsible for packages that do not reach us.

Package Shows as Delivered But Not Received

If tracking shows delivered but you haven't received your order, please contact us within 3 days of the delivery date. We will investigate with the carrier and work to find a resolution. We recommend checking with neighbors or others at the delivery address.

My Order Hasn't Arrived — Is It Lost?

A delayed shipment is not necessarily a lost one. We monitor all orders throughout the delivery process. If your order is officially confirmed as lost by our courier or shipping agent, we will issue a full refund at that point.

Damaged or Incorrect Items

Please inspect your order as soon as it arrives. If anything is damaged, missing, or incorrect, contact us promptly. To process your claim, we'll need clear, unedited photos or videos showing:

• The damaged or incorrect item(s)
• The exact quantity affected

Claims must be specific and supported by evidence. If an issue is verified, we will resolve it for the affected items only — not the entire order.

Exchanges

We do not offer direct exchanges. If you'd like a different item, please return the original (once approved) and place a new order.

Receiving Your Refund

Once we receive and inspect your return, your refund will be processed within 10 business days to your original payment method. Please allow additional time for your bank to reflect the amount.