Effective date: October 19, 2026
We accept requests to return or exchange a product within 30 days of receiving your order. This policy applies to Petroots orders delivered to the United States and Canada.
1. Return and exchange eligibility
For a return or exchange unrelated to a quality problem or an incorrect item, the product must be unused, unwashed and in its original packaging. Please keep the packaging until you have decided to keep the product.
If your product has a quality problem, arrives damaged or is not the item you ordered, contact us so we can resolve the issue under the section below. The unused and unwashed condition for change-of-mind returns does not prevent you from reporting a product defect.
2. How to request a return or exchange
- Contact us within 30 days of receipt. Email info@petroots.store or use our Contact Us page.
- Include your order details. Provide your order number, the email address used at checkout, the item you wish to return or exchange, and the reason for your request. For an exchange, tell us which product or size you would like instead. For a quality problem, damage or an incorrect item, a description and photos can help us review the issue.
- Wait for the return instructions. We will provide the appropriate return address and explain the next steps. Please do not send a product to the company address or the address on the parcel without contacting us first.
- Pack the item securely. For an agreed return, use the original packaging and follow the instructions provided. We recommend keeping proof of postage and any tracking details until your return has been completed.
3. Who pays shipping costs?
- Non-quality returns: If you return a product for a reason unrelated to a quality problem or an incorrect item, you are responsible for the return shipping cost.
- Non-quality exchanges: If you exchange a product for a reason unrelated to a quality problem or an incorrect item, you are responsible for the cost of shipping the original product back to us. Contact us first to confirm the exchange arrangements.
- Quality problems, damage or incorrect items: We cover the applicable shipping costs and offer a refund or replacement after reviewing the issue. Contact us before paying to send anything back.
4. Quality problems and incorrect items
If your item has a quality problem, arrives damaged or is different from what you ordered, contact us with the relevant order details. Once the issue is confirmed, we can arrange a direct refund or send a replacement. We will let you know whether a return is needed; please follow our instructions rather than arranging a return independently.
5. Exchanges
For a non-quality exchange, the original item must meet the unused, unwashed and original-packaging requirements. Tell us which product or size you would like, and we will confirm availability and the exchange arrangements before you return the original item. If there is a price difference, we will explain it before proceeding.
6. Refund timing
After we receive your returned item, we will check it against the agreed return conditions. For an eligible return, your refund is expected to reach your original payment method within 5–7 business days after we receive the return.
This is the expected total refund timeframe from receipt of the return, not an additional 5–7 business days after a separate processing period. Business days are Monday through Friday, excluding public holidays. The exact posting time can depend on your bank or payment provider.
When we confirm a direct refund for a quality problem or an incorrect item without requiring a return, the expected 5–7-business-day timeframe starts from that confirmation.
If the refund has not appeared after the expected timeframe, contact us with your order number so we can check its status. If an item does not meet the agreed return conditions, we will contact you to explain the issue and the available next steps.
7. Contact us
Company Name: Yiwu Jinhe Pet Supplies Co., Ltd.
Address: 2nd Floor, Building 1, No. 633 Jichang Road, Beiyuan Subdistrict, Yiwu City, Jinhua City, Zhejiang Province, China
Tel: +86 18257985162
Email: info@petroots.store
Return address: Contact us first. We will provide the correct return address and instructions for your order. The company address above is not an automatic return destination.