Refund policy

Effective for new orders placed on or after October 20, 2026 at 3:15 p.m. Eastern Time (EDT). Orders placed before this time retain the return and refund terms offered at purchase.

7-day returns for eligible items

You may request a change-of-mind return within 7 calendar days after delivery of the item. Email info@petcomfortsupply.com with your order number, item name, and reason for return. An on-time request will not become late while you wait for our return instructions.

Items must be unused, unworn, in their original condition and packaging, with tags attached where applicable. Please provide your order number or other proof of purchase. Review product descriptions and sizing information before ordering.

Return instructions and shipping costs

Contact us before shipping a return. We will confirm eligibility and provide the appropriate return address and instructions. Approved Shopify Collective product returns are routed directly to the supplier. Do not send returns to our business address or to a supplier without instructions.

For change-of-mind returns, the customer is responsible for return shipping. If a prepaid label is offered with a charge, its actual cost will be disclosed before you agree to use it. We will not charge for a label provided free of charge or deduct an undisclosed label fee. There is no restocking fee.

Original delivery shipping charges are nonrefundable for change-of-mind returns, except where required by law. This does not reduce refunds required for product or delivery problems or cancellations. If your original delivery was free, no original delivery shipping charge will be deducted from your refund.

Non-returnable items

Change-of-mind returns are not accepted for opened food, treats, supplements or pet health products; used grooming, sanitary or hygiene items; custom-made or personalized items; gift cards; or products clearly identified as final sale before purchase. These restrictions do not remove applicable legal or warranty rights for product problems.

Damaged, defective or incorrect items

Please inspect your order when it arrives and contact info@petcomfortsupply.com promptly if an item is damaged, defective or not what you ordered. Include your order number, a description of the issue, and relevant photos where possible. Approved claims are resolved with a replacement or full refund, with free return shipping if a return is required. No restocking fee applies.

The 7-day change-of-mind window does not limit remedies, warranty rights or reporting periods required by applicable law.

Missing orders and shipping delays

If your order is missing or has not arrived as expected, contact us so we can investigate and provide the appropriate remedy. If we cannot ship within the applicable promised timeframe, we will provide the required delay notice and the option to consent to the delay or cancel for a prompt refund. An item that has not arrived is not treated as a change-of-mind return.

Refunds

Approved refunds are issued to the original payment method. For approved change-of-mind returns, we refund the amount paid for the returned items and applicable tax, subject to the shipping terms above. We issue return refunds within 10 business days after the returned item is received and inspected, or sooner when required by law. Your bank or payment provider may take additional time to display the credit.

Refunds required for cancellations, shipping delays, incorrect goods or other covered problems are handled under the applicable customer protections, not reduced by the change-of-mind return terms.

Exchanges

We do not offer change-of-mind exchanges. You may request an eligible return and place a separate order if you want a different item. This does not prevent a replacement being provided to resolve an approved product problem.

Order cancellations

For a voluntary cancellation request, email us as soon as possible, preferably within 2 hours after ordering. We will try to stop processing, but cannot guarantee cancellation once processing or shipment has begun. This does not limit any cancellation or refund right required by law.

Orders placed before this policy took effect

Earlier orders retain the return terms offered at purchase, including a 21-day eligible-return window after delivery, free return shipping and no restocking fee, subject to the earlier policy's eligibility conditions. Please contact us for instructions. We will not apply the new 7-day window or customer-paid return shipping retroactively.

Contact Information

Email: info@petcomfortsupply.com

Phone: +1 347-637-0278

Address: 3223 Flowers Rd S, Apt. J, Atlanta, Georgia 30341, United States

Support Hours: Monday – Friday, 9:00 a.m. – 5:00 p.m. EST