Refund policy

Refund & Return Policy

Effective Date: September 23, 2026

At Petsamar, we want you and your pet to love your purchase! If something isn't quite right, we're here to help. Here's how it works in a nutshell:

If we made a mistake, we'll make it right. If your item arrives damaged, defective, or incorrect, or there's any other issue caused by Petsamar, we'll happily send a refund or replacement.

Hygiene comes first. To keep pet products clean and safe for every pet, all sales are final once opened, used, or outside of our error replacement window, unless the issue was caused by Petsamar.

1. Choosing the Right Fit

Finding the right fit is the best way to make sure your pet loves their new item. Before ordering, take a peek at the sizing chart on the product page and compare it to your pet's measurements (a soft measuring tape works great!). You can also check the dimensions and materials listed for the product. Not sure which size to pick? Email us at support@petsamar.com before you buy and we'll be happy to help.

2. If Something Goes Wrong on Our End

If there's a problem caused by Petsamar, we'll take care of it with a full refund, including your original shipping charges, or a replacement, whichever you prefer. This includes:

  • Items that arrive damaged or defective

  • Incorrect items

How to let us know:

  • Email us at support@petsamar.com within 48 hours of delivery with your order number and a few photos or a short video showing the issue (including the packaging and shipping label). This helps us sort things out quickly.

  • We'll review your claim and reply within 2 business days. Once it's approved, we'll send your refund or replacement.

  • If we need the item sent back, we'll send you the return address and instructions and cover the return shipping cost.

  • You may need to open an item to discover the problem, so opened items are still covered when the issue is caused by Petsamar.

3. Items We're Unable to Take Back

Except for Petsamar errors covered in Section 2, we're unable to accept returns or exchanges. This includes:

  • All feeding essentials & chewables and anything your furry friend loves to lick (these are always final sale to keep every pet safe, healthy, and happy!)

  • Opened, used, washed, or altered items

  • Items with pet hair, dirt, odor, or wear

  • Hygiene and grooming products

  • Final sale or clearance items

  • Incorrect sizing ordered by the customer (please double-check our sizing charts before purchasing. Unsure of sizing? please email us at support@petsamar.com)

4. Return Shipping

  • Petsamar errors: We cover the cost of the return, and your original shipping charges are refunded.

Tip: We recommend a trackable shipping service or shipping insurance if you are returning an approved item to us, so your package is protected on its way back.