Return and Refund Policy

Return & Refund Policy

Last Updated: 19 February 2026

At ePet Store, we are committed to providing quality pet products and reliable customer service. If you are not completely satisfied with your purchase, please review our return and refund policy below.

1. Returns

1.1 Return Eligibility

  • Products must be returned within 14 calendar days from the date of delivery.

  • Items must be unused, in their original condition, and in their original packaging.

  • Proof of purchase (order number or receipt) is required.

For hygiene and safety reasons, certain pet-related products cannot be returned if opened or used unless they arrive damaged or defective.

1.2 Non-Returnable Items

The following items are not eligible for return:

  • Gift cards

  • Clearance or final sale items

  • Opened or used pet hygiene products

  • Perishable pet products (such as pet food or treats) unless damaged or defective

1.3 Return Method

  • Returns are accepted by mail only.

  • To initiate a return, contact us at sales@epetstoreus.com with your order number and reason for return.

  • Once approved, we will provide instructions for mailing your item back.

Returns sent without prior authorization may not be accepted.

1.4 Return Shipping Costs

  • Customers are responsible for all return shipping costs.

  • We do not provide prepaid return labels.

  • Original shipping charges (if any) are non-refundable.

2. Refunds

2.1 Refund Eligibility

  • Refunds are processed after the returned item has been received and inspected.

  • Refunds will be issued within 14 calendar days of receiving the returned item.

  • Refunds are issued to the original payment method only.

If a returned item does not meet our return criteria, we may refuse the refund.

2.2 Refund Notification

Once your return has been inspected, you will receive an email notification confirming approval or rejection of your refund.

If approved, the refund will be processed within 14 calendar days. Your financial institution may require additional time to post the funds.

2.3 Late or Missing Refunds

If you have not received your refund after 14 days:

  1. Check your bank account again.

  2. Contact your credit card company or payment provider.

  3. If the issue persists, contact us at sales@epetstoreus.com.

3. Exchanges

  • We do not offer exchanges.

  • Customers wishing to replace an item must return the original item (if eligible) and place a new order

4. Damaged or Defective Items

If your order arrives damaged or defective:

  • Notify us within 24 hours of delivery.

  • Provide your order number and clear photos of the damaged item and packaging.

We will review your case and issue a replacement or refund where applicable.

5. Contact Information

For any return or refund inquiries, please contact:

ePet Store
Address: 3917 Susanna Rd, Randallstown, MD 21133, United States
Email: sales@epetstoreus.com
Contact: (443) 463-5369
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST, New York Time)