Refund policy

At Petcano, customer satisfaction is our top priority. We want you to feel confident and happy when shopping for your pets. If for any reason you are not completely satisfied with your purchase, we offer a straightforward return and refund process to make things right.

This policy applies to all orders placed through www.petcano.store.

1. Return Window
Customers may request a return within 30 days from the date of delivery.

We are unable to process returns or refunds for requests made after this 30-day period.
We recommend inspecting all items promptly upon delivery to ensure they meet your expectations.

2. Product Condition Requirements
To be eligible for a return, items must meet the following conditions:

Must be unused and in original, new condition.
Must be returned in the original packaging.
Must include all accessories, manuals, and documentation.
Must not show any signs of wear, washing, damage, or modification.
Note: Returns that do not meet these criteria may be rejected.

3. Defective or Damaged Products
If you receive a damaged, defective, or incorrect item, please contact our support team immediately. Please include:

Your Order Number.

A detailed description of the issue.
Clear photos of the product and the packaging.
After verification, we will arrange a replacement, exchange, or full refund as appropriate.

4. Return Method & Fees
We aim to make the return journey as easy as possible:
Return Method: All returns must be sent via mail.

Return Shipping Cost: For approved returns, we provide a prepaid return shipping label. You will not be charged any shipping fees.
Restocking Fee: $0.00 (We do not charge any restocking fees).
Return Address: 1004 Moore St, Athens, TN 37303, USA.

5. Refund Process
Once your returned item is received, it will be inspected to ensure it meets our requirements.
Approval: If approved, your refund will be issued to your original payment method.
Timeline: Refunds are typically processed within 10 business days after approval.

Please note: Depending on your bank or payment provider, it may take additional time for the funds to appear in your account.

6. Exchanges
We offer exchanges for eligible items (e.g., for a different size or style). Please contact our support team within the 30-day window. The original item must be returned before the replacement is shipped.

7. Order Cancellation
Orders can only be canceled before they are processed or shipped. Once an order has shipped, it must follow the standard return procedure.

8. Shipping Area
Petcano currently ships within the United States only. All policies apply exclusively to orders delivered within the USA.

Contact Information
Our team is here to help you Monday through Friday.

Email: support@petcano.store
Phone: +1 646-493-8923
Address: 1004 Moore St, Athens, TN 37303, USA
Live Chat: Available on our website
Business Hours: Monday – Friday: 9:00 AM – 5:00 PM (EST)