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Trusted Pet Store Canada
Fast Shipping Canada
At Petiva, we accept returns within 30 days only in cases where the issue is caused by the seller. Eligible return situations include:
To be eligible for a return, the item must be unopened, unused, and in its original packaging, in the same condition as received. Proof of purchase is required.
To start a return, please contact our support team at pettstorecanada@gmail.com.
Return address:
6 Shea Way,
Newark, Delaware 19713,
United States
If your return is approved, Petiva will provide a prepaid return shipping label along with clear instructions on how and where to send your package.
Items returned without prior authorization will not be accepted.
For any questions related to returns, you can always reach us at pettstorecanada@gmail.com.
Please inspect your order immediately upon delivery. If you receive a product that is damaged, defective, expired, or incorrect, contact Petiva as soon as possible so we can resolve the issue quickly and ensure your satisfaction.
The following items are not eligible for return:
We also do not accept returns on sale items or gift cards.
If you are unsure whether your item qualifies for a return, please contact Petiva before sending it back.
The fastest way to receive the correct item is to return the original product (if eligible). Once the return is approved, you may place a new order for the desired item through the Petiva online store.
If your order is shipped to the European Union, you have the right to cancel or return your purchase within 14 days, for any reason and without explanation.
As with our standard return policy, items must be unopened, unused, and in original packaging, with proof of purchase.
Once your return is received and inspected, Petiva will notify you of the approval status. If approved, your refund will be issued to the original payment method within 10 business days.
Please note that banks or credit card providers may require additional time to process and post the refund. If more than 15 business days have passed since approval, please contact us at pettstorecanada@gmail.com.
Return shipping is free. Every approved return inside the 30-day window travels back on a prepaid label that we provide, and you are never asked to pay postage to send an item back to us.
This applies whether the reason is a fault on our side — the parcel arrived damaged, the item was defective, expired or not what you ordered — or simply that the product was not right for your animal: the harness did not fit, the bed was the wrong size, or your pet would not touch the food. To be eligible on a change-of-mind return the item must be unopened, unused and in its original packaging, in the same condition you received it, with proof of purchase.
Start any return by emailing pettstorecanada@gmail.com with your order number. We will reply with authorisation and the prepaid label. Items sent back without prior authorisation cannot be accepted.
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