Return Window
Petello accepts eligible return and exchange requests within 30 days of delivery. The delivery date shown by the carrier or order tracking may be used to determine whether a request is within the return window. To keep the process organized, customers should contact Petello before shipping a product back.
- Return requests should be submitted within 30 days after the order is delivered.
- Items should be kept clean, complete, and safely packaged while the request is reviewed.
- Do not send products back without contacting Petello first, because the correct return instructions may depend on the product type, order status, and reason for return.
- Products returned without authorization may be delayed, refused, or harder to identify.
Important: Pet furniture can show use quickly. Please inspect your item before assembly or extended pet use when possible.
Return Eligibility
A return is more likely to be approved when the item is in a clean, complete, safe-to-handle condition and includes the original packaging, parts, accessories, manuals, hardware, and protective materials when available. Eligibility may vary depending on whether the product has been assembled, used by a pet, damaged after delivery, modified, washed, stained, scratched, chewed, or exposed to odors.
- Eligible products should be returned with all parts, panels, cushions, screws, posts, shelves, bowls, doors, ramps, and accessories included.
- Items should not show heavy pet hair buildup, strong odors, stains, chewing damage, claw damage, broken hardware, moisture damage, or unsafe wear.
- Products should be packed securely to reduce damage during return transit.
- Petello may request photos before approving a return, especially for large furniture, assembled items, damaged items, or missing part claims.
Items That May Not Qualify
Some items may not qualify for return or may require additional review due to hygiene, safety, assembly, or product condition. This is especially important for pet beds, sofas, crate furniture, fabric-covered pieces, scratching surfaces, and products that have direct pet contact.
- Items with visible stains, odors, excessive hair, chewing, scratching, broken parts, or missing components may not qualify.
- Items damaged by improper assembly, misuse, outdoor exposure, moisture, cleaning chemicals, or modification may not qualify.
- Products that are no longer safe to inspect, handle, restock, or transport may be declined.
- Gift cards, final sale items, customized items, or products clearly marked as non-returnable may not be eligible unless required by applicable law.
Refund Timing
Once an approved return is received and inspected, Petello will review the item condition, included parts, return authorization, and original order details. If the return is approved after inspection, a refund will be issued to the original payment method whenever possible.
- Refunds are reviewed after the returned product arrives and passes inspection.
- Approved refunds are usually sent to the original payment method used at checkout.
- Bank, card issuer, or payment provider processing may add additional time after Petello issues the refund.
- Original shipping-related costs, return shipping costs, or handling costs may be deducted where applicable, unless the return is due to an approved Petello error or verified product issue.
Processing note: Payment providers control how quickly the refunded amount appears on a customer statement after the refund is issued.
Damaged or Incorrect Items
If your item arrives damaged, defective, missing parts, or different from what you ordered, contact Petello as soon as possible. Please do not assemble, modify, discard packaging, or continue using the product before contacting us, because photos of the packaging and product are often needed for review.
- Send photos of the outer box, shipping label, protective packaging, full product, and the damaged or incorrect area.
- Include your order number, email address used at checkout, product name, and a short description of the issue.
- For missing hardware or parts, photograph all parts received and the instruction sheet if available.
- Petello may provide replacement parts, a replacement product, an exchange, a return authorization, or another resolution depending on the issue.
Exchanges
Exchanges may be available for eligible items when the product is clean, complete, and within the return window. Exchanges are often useful when a pet bed is too small, a ramp height is not suitable, a feeding station does not fit the room, or a furniture piece does not match the intended placement.
- Exchange availability depends on inventory, product condition, and the original order details.
- If the replacement item costs more, the customer may need to pay the difference before shipment.
- If the replacement item costs less, Petello may review whether a partial refund is appropriate.
- For large furniture items, customers should keep packaging until they are confident the size and style are suitable.
Return Shipping
Return shipping instructions depend on the product, reason for return, and approval status. Because many Petello products are furniture-style pieces that may be oversized, heavy, or require protective packing, customers should not choose a return method before receiving guidance from Petello.
- Customers may be responsible for return shipping when the return is due to preference, size choice, color preference, room fit, or change of mind.
- Petello may provide a different resolution when the issue is caused by verified damage, incorrect shipment, or missing essential parts.
- Return packages should be packed securely, with parts protected from shifting during transit.
- Petello is not responsible for return damage caused by poor packaging, missing protective materials, or unauthorized shipping methods.
Inspection Standards
Returned items are inspected to confirm identity, condition, completeness, cleanliness, and safe handling. Inspection helps determine whether a refund, partial refund, exchange, replacement part, or denial is appropriate.
- Inspectors may review product surfaces, fabric, cushions, wooden panels, hardware, doors, ramps, platforms, bowls, scratching areas, and packaging condition.
- Partial refunds may apply when an item is returned with missing parts, damage, visible use, cleaning needs, or reduced resale condition.
- A return may be denied if the product is unsafe to handle, materially different from the approved return, or returned outside the policy requirements.
- Petello may contact the customer if additional clarification is needed during inspection.