Request Window
Contact Petello within 30 days of delivery to begin an eligible return or exchange review for your order.
Petello Care Policy
Returns & Exchanges
Pet furniture should feel reassuring from the moment you choose it to the moment it becomes part of your home. Petello offers a clear, customer-focused returns and exchanges experience designed for premium pet sofas, beds, indoor pet houses, cat trees, wall furniture, stairs, ramps, feeding pieces, storage cabinets, bowls, and dog crate furniture.
30-Day Window
Eligible returns and exchanges may be requested within 30 days of delivery.
Free Exchanges
We help eligible customers exchange for a better fit, style, or product type.
Clear Support
Our team guides each request with practical next steps and care.
Policy Overview
A considered policy for real pet homes.
We understand that choosing pet furniture online involves more than selecting a color or size. A pet sofa needs to feel comfortable in a living room, a cat tree must suit a cat’s climbing style, a dog crate cabinet should work with the home layout, and feeding furniture should support everyday routines. Our returns and exchanges policy is designed to make that decision feel protected.
Eligible items may be returned or exchanged within 30 days of delivery. To help us process the request smoothly, items should be unused, clean, undamaged, and returned with original packaging, included accessories, manuals, parts, protective materials, and proof of purchase whenever possible.
Because pet furniture can be large, heavy, and sensitive to assembly condition, every request is reviewed with care. Our support team may ask for photos of the item, packaging, shipping label, or affected area so we can identify the best resolution quickly and avoid unnecessary delays.
Item Condition
Products should be clean, unused, unwashed, undamaged, and returned with original packaging and included parts.
Review Process
Our team reviews your request, confirms eligibility, and provides the next steps before any item is shipped back.
Resolution Care
Depending on the situation, we may support a replacement, exchange, return approval, refund, or practical guidance.
Request Process
How to start a return or exchange.
Please do not send an item back before receiving return instructions from Petello. Unauthorized returns may be delayed, rejected, or difficult to identify. Starting with our support team helps us match your order, confirm eligibility, and provide the correct return path for your product type.
Send your order details
Share your order number, the email used at checkout, the product name, delivery date, and whether you want a return, exchange, replacement, or help evaluating an issue.
Include clear product photos
For faster service, include photos of the item, packaging, shipping label, any damaged area, missing part concern, or the reason the item does not fit your space.
Wait for approval instructions
Our team will review your request and provide the correct next step. This may include exchange options, return shipping guidance, replacement review, or additional questions.
Prepare the item carefully
Once approved, repack the product securely with all included parts, accessories, inserts, cushions, hardware, and protective materials to reduce transit damage.
Receive your resolution
After inspection or confirmation, Petello will complete the approved resolution according to the policy, such as an exchange, replacement, refund, or store-supported solution.
Eligibility Details
What may qualify for a return or exchange.
We review every request with both fairness and product care in mind. Pet furniture is often assembled, placed near pets, and used in home environments, so condition, timing, packaging, and product type all matter when determining the best resolution.
Eligible Returns
Items requested within 30 days of delivery may be eligible when they are clean, unused, free from pet hair, odor, stains, scratches, bite marks, heavy wear, and returned with original packaging and components.
Eligible Exchanges
Exchanges may be supported when you need a different style, size, function, or product category and the original item meets return-condition requirements. Availability may vary by product.
Issue-Based Reviews
If an item arrives damaged, defective, incomplete, or incorrect, contact us promptly with photos. We will review replacement parts, replacement item options, or another appropriate resolution.
Original Packaging
Whenever possible, return items in the original box with protective inserts, wrapping, hardware bags, cushion packaging, printed materials, and product accessories. For large pet furniture, proper packaging helps prevent avoidable return transit damage.
Keep All Parts
Include screws, pads, covers, cushions, panels, bowls, mats, bridges, ramps, and any included accessories.
Protect The Product
Use protective wrapping around corners, wood-look surfaces, soft fabrics, raised edges, or delicate components.
Clean And Unused
Products should not show signs of pet use, assembly wear, odor, stains, washing, scratching, chewing, heavy shedding, outdoor exposure, or household damage. If the item has been used by a pet, eligibility may be limited.
No Pet Odor
Items with strong odor, pet waste, stains, or hygiene concerns may not qualify for a standard return.
No Heavy Wear
Scratched surfaces, bite marks, torn fabric, damaged sisal, broken panels, or missing pieces may affect approval.
Assembly Considerations
If a product has been assembled, please contact us before disassembling or repacking it. Some products, such as multi-level cat trees, wall furniture, dog crate furniture, and feeding stations, may require careful part handling to avoid damage.
Do Not Force Parts
Forced disassembly may damage panels, threaded parts, fasteners, or fabric surfaces.
Photograph First
Clear photos help our team identify parts, confirm condition, and provide better instructions.
Non-Returnable Situations
Items may be ineligible when they are requested outside the 30-day window, used by pets, missing major components, returned without approval, damaged by misuse, altered, washed, exposed to outdoor weather, or affected by hygiene concerns.
Category Guidance
Returns are reviewed by product type and condition.
Different pet furniture categories require different inspection considerations. This guide helps customers understand what our team may look for during a return or exchange review.
Pet Sofas
Fabric condition, cushion shape, odor, stains, pet hair, frame condition, and packaging are reviewed carefully.
Pet Beds
Cleanliness, compression, fabric marks, washing, pet use, and hygiene condition may affect eligibility.
Pet Houses
Panels, roof pieces, soft inserts, hardware, and any assembly marks should remain complete and undamaged.
Cat Trees
Sisal, platforms, posts, condos, bolts, fabric, scratching surfaces, and assembly condition are reviewed.
Wall Furniture
Mounting hardware, shelves, bridges, ladders, screw holes, and installation marks may affect eligibility.
Stairs And Ramps
Steps, ramp surface, stability, fabric, wood-look panels, hinges, and safety condition should be preserved.
Feeding Stations
Food contact areas, bowl inserts, drawer function, surfaces, water marks, and cleanliness are important.
Pet Bowls
Bowls should be unused, clean, undamaged, and returned with original holders, mats, or accessories.
Toy Storage
Cabinet doors, hinges, drawers, surfaces, hardware, and included storage features should remain complete.
Dog Crates
Crate panels, doors, locks, trays, furniture surfaces, assembly hardware, and pet-use marks are reviewed.
Refund Timing
How refunds and exchanges are completed.
Once an approved return is received and inspected, we will process the eligible resolution. Refund timing may vary depending on your payment provider, bank, card issuer, and the condition review required for the returned item.
Inspection First
Returned items may be inspected for condition, completeness, packaging, and whether the request matches the approved return reason. Missing parts or damage may affect the final resolution.
Original Payment
Approved refunds are generally issued to the original payment method. Your bank or card provider may require additional time to post the refund after it leaves our system.
Exchange Fulfillment
Approved exchanges are prepared after the original item is reviewed or according to the instructions provided by our support team. Product availability may affect timing.
Report Delivery Issues
Please contact Petello as soon as possible after delivery if your item arrives damaged, has missing parts, includes the wrong product, or shows a shipping-related problem. Keep the packaging until the issue is reviewed.
What Photos Help Most
Include photos of the outer box, shipping label, damaged area, internal packaging, included parts, assembly hardware, and a clear image of the full product. For multi-piece items, photograph the affected part from more than one angle.
Replacement Parts Review
When a product is missing a part or has a replaceable component issue, we may review whether a replacement part, hardware kit, product replacement, or another practical solution is the best path.
Keep The Item Available
Do not discard the item or packaging until your request is resolved. Carriers or support teams may need packaging information, photos, or condition details to complete the review.
Support Commitment
We help you reach the right resolution.
Our team is here to make the return or exchange process organized and understandable. Whether you are exchanging a pet bed for a better size, reporting a damaged cat tree part, checking a dog crate furniture issue, or asking about a feeding station return, we will review your request with care and provide clear instructions.
24/7 customer support for return and exchange questions.
Free shipping on all Petello products.
Estimated delivery within 3–5 business days.
30-day free returns and exchanges for eligible orders.
Questions
Returns and exchanges questions.
These answers are intentionally closed by default so the page stays clean and easy to scan. Open only the questions that match your situation before starting a request.
How long do I have to request a return or exchange?
Eligible return or exchange requests should be made within 30 days of delivery. Requests made after the 30-day window may not qualify for a standard return or exchange.
Can I return an item after my pet has used it?
Used pet furniture may not qualify for a standard return because of hygiene, odor, wear, scratching, chewing, stains, pet hair, and resale condition concerns. Contact us with details and photos so we can review your situation.
Do I need the original packaging?
Original packaging is strongly recommended. Pet furniture can be large or delicate, and secure packaging helps prevent return transit damage. Missing packaging may affect approval or require additional instructions.
What if my product arrives damaged or incomplete?
Contact us promptly with your order number and clear photos of the item, packaging, shipping label, damaged area, or missing parts. We will review whether a replacement part, replacement item, or another resolution is appropriate.
Can I exchange for a different product category?
Eligible exchanges may be possible depending on item condition, product availability, price difference, packaging, and timing. For example, you may need a different size pet bed, a different feeding station, or another access solution.
Should I send the product back immediately?
No. Please wait for Petello approval and instructions before shipping an item back. Unauthorized returns may be delayed, rejected, or difficult to match with your order.
When will my refund be processed?
Approved refunds are generally processed after the returned item is received and inspected. Your payment provider or bank may require additional time to post the refund to your account.
What information should I include in my request?
Include your order number, checkout email, product name, delivery date, reason for the request, preferred resolution, and clear photos of the product and packaging when relevant.