Refund policy

At PetVelox, customer satisfaction is important to us. If you are not satisfied with your purchase, you may request a return within 30 days of delivery, subject to the eligibility requirements below.

This policy applies to orders shipped within the United States.

30-Day Return Policy

We accept return requests within 30 days of the date your order is delivered.

To be eligible for a return, the item must:

✔ Be unused and in its original condition.
✔ Be free from signs of wear, damage, or misuse.
✔ Include the original packaging, tags, and any included accessories.
✔ Be accompanied by proof of purchase or your order confirmation.

Only new and unused products are eligible for return.

How to Request a Return

To request a return, please contact our customer support team with your order number and the reason for the return.

Once your request has been reviewed and approved, we will provide return instructions.

Returns sent without prior authorization may not be accepted.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it is delivered.

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery. Please provide clear photos of the item, packaging, and shipping label so we can review the issue and determine the appropriate resolution.

If the item is confirmed to be damaged, defective, or incorrect, we may provide a replacement or refund in accordance with this policy.

Refund Process

Once your returned item is received and inspected, we will notify you of the outcome of your refund request.

If your refund is approved, the refund will be issued to your original payment method.

We do not charge a restocking fee.

Please allow up to 10 business days for us to process an approved refund. After the refund is processed, your bank or payment provider may require additional time for the funds to appear in your account.

Original shipping charges, if any, are non-refundable unless otherwise stated by PetVelox.

Exchanges

We accept exchanges for eligible products, subject to product availability.

If you need a different size or would like to exchange an eligible item, please contact our customer support team within 30 days of delivery.

The replacement item must meet the same return eligibility requirements described in this policy.

Non-Returnable Items

The following items are not eligible for return:

✔ Used, worn, or damaged items resulting from misuse or normal wear.
✔ Items returned without their original packaging, tags, or included accessories.
✔ Clearance or final sale items clearly marked as non-returnable.
✔ Gift cards.

Return Shipping

Customers are responsible for return shipping costs for eligible returns.

PetVelox does not reimburse return shipping costs unless otherwise stated by PetVelox.

We recommend using a trackable shipping service when returning an item, as PetVelox is not responsible for returns that are lost or damaged during return shipping.

Order Cancellation

Orders may be canceled before they have been processed or shipped.

Once an order has been processed or shipped, it cannot be canceled and must follow the return process outlined in this policy.

Contact Us

If you have any questions about this Refund & Return Policy or need assistance with a return or exchange, please contact our customer support team.

Email: support@petvelox.com
Phone: +1 (609) 418-6628
Business Address: 20 Haypress Road, Suite 313, Cranbury, NJ 08512, United States
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)

We aim to respond to customer inquiries as promptly as possible during our regular business hours.