Refund policy
Last updated: October 26, 2026
At Oh My Petz, we want you and your furry family members to love your purchase. We understand that shopping online isn't always perfect, and we're here to help if something isn't right.
Whether you've changed your mind or your order arrives damaged, our goal is to make the process as simple and transparent as possible.
1. Our 30-Day Return Policy
We offer a 30-day return window so you have time to decide whether your purchase is right for you.
You may request a return within 30 days of receiving your order, provided the item meets the eligibility requirements outlined below.
To start a return, please contact us at support@ohmypetz.com with your order number and the reason for your return.
Please wait for return instructions before shipping any item back to us.
2. Return Eligibility
To qualify for a standard change-of-mind return, your item must:
- Be within the 30-day return window.
- Be unused and in the condition in which you received it.
- Include its original packaging, accessories, and included components, where reasonably possible.
- Be accompanied by proof of purchase or a valid order number.
We understand that you may need to inspect an item to determine whether it meets your needs. Products that have been used, damaged after delivery, or returned with missing components may not qualify for a change-of-mind return, subject to applicable consumer-protection laws.
If your item arrives damaged, defective, or incorrect, please refer to the section below.
3. Return Shipping Costs
For standard change-of-mind returns, the customer is responsible for the cost of return shipping.
If you change your mind, decide the product isn't right for you, or no longer need the item, you will need to arrange and pay for shipping it back to the designated return address.
We recommend using a tracked shipping service and keeping your proof of postage. Oh My Petz cannot guarantee a refund for a return shipment that is lost in transit before it reaches our designated return location.
Original shipping charges, if any, are generally non-refundable for change-of-mind returns, except where otherwise required by law or stated in writing by our team.
Please contact us before shipping any return. We will confirm the correct return address and provide instructions.
4. Damaged, Defective, or Incorrect Items
Your trust matters to us. If your order arrives damaged, defective, or different from what you ordered, we will work with you to make things right.
If your item arrives damaged or defective, we will provide a replacement at no additional cost to you. You will not be required to pay return shipping for an item confirmed to have arrived damaged or defective when a replacement is the appropriate resolution.
To help us resolve the issue quickly:
1. Email support@ohmypetz.com as soon as reasonably possible after receiving your order.
2. Include your order number and a brief description of the issue.
3. Attach clear photos or a short video showing the damage, defect, or incorrect item, if possible.
4. Keep the item and its packaging until our team advises you on the next steps.
Once we've reviewed your request, we'll confirm the resolution and provide instructions.
If a replacement is unavailable or unsuitable, we will work with you on an appropriate alternative, including a refund where required by applicable law.
You will not be charged additional shipping fees for a replacement approved under this section.
5. How to Request a Return
Step 1: Contact us
Email support@ohmypetz.com with the subject line “Return Request” and include:
- Your name.
- Your order number.
- The item you wish to return.
- The reason for the return.
Step 2: Receive your return instructions
Our team will review your request and, if eligible, provide the appropriate return address and instructions.
Step 3: Ship the item back
For standard returns, package the item securely and send it to the address provided. Return shipping costs are your responsibility.
Step 4: Wait for inspection
Once the item reaches our return facility, we will inspect it to confirm that it meets the return requirements.
Step 5: Receive your refund
If your return is approved, your refund will be issued to your original payment method whenever possible. Please allow additional time for your bank or payment provider to post the funds.
6. Refunds and Processing Times
We will notify you once your returned item has been received and inspected and let you know whether your refund has been approved.
For approved returns:
- Refunds are issued to the original payment method whenever possible.
- Refund processing begins after the returned item has been received and inspected.
- Your bank or payment provider may require additional time to make the funds available.
If you haven't received your refund after we've confirmed that it was processed, please check with your payment provider before contacting us.
If you still need assistance, email support@ohmypetz.com and include your order number.
7. Exchanges and Replacements
If you need a different item or your order arrives damaged, please contact our support team.
Replacements for items confirmed to have arrived damaged or defective are provided at no additional cost, subject to availability and applicable law.
For change-of-mind exchanges, please contact us first. Depending on the item and its availability, we may ask you to return the original item and place a new order.
8. Items That May Not Qualify for a Standard Return
Unless otherwise required by law, standard change-of-mind returns may be declined for items that:
- Have been used beyond what is reasonably necessary to inspect them.
- Have been damaged after delivery due to misuse, improper installation, or neglect.
- Are missing essential components or accessories.
- Fall outside the 30-day return window.
These limitations do not remove any rights you may have under applicable consumer-protection laws, including rights relating to defective, misdescribed, or unsuitable goods where those rights cannot legally be excluded.
9. Orders That Arrive Late or Go Missing
If your order hasn't arrived within the estimated delivery window, please contact us at support@ohmypetz.com with your order number so we can help investigate.
If a shipment is confirmed lost, or a delivery issue otherwise qualifies for a remedy under applicable law or our shipping policy, we will work with you to resolve the issue.
A delayed shipment is different from a change-of-mind return. Please contact us before arranging a return if your order has not yet arrived.
10. Contact Us
Have a question about a return, refund, or replacement? We're happy to help.
Oh My Petz Customer Support
Email: support@ohmypetz.com
Please include your order number in your message so we can assist you as efficiently as possible.
We appreciate you choosing Oh My Petz and giving us the opportunity to make things right.
Your pet's happiness matters to us, and your confidence in shopping with us matters just as much.