My order arrived damaged. What should I do?

We’re sorry that happened. Damage in transit is rare, but it does occur — here’s the fastest way to get it resolved.

What to do

1. Take a photo of the damage before doing anything else. A photo of:
   • The outer shipping box (if damaged on the outside).
   • The product (jar, sachet box) showing the damage clearly.
   • The packing slip or order label, if visible.
2. Email support@petterm.com with:
   • Your order number.
   • The photo(s).
   • Brief description (e.g., “Box was crushed, two sachets ripped open and powder spilled” or “Chew jar arrived with lid cracked off”).
3. We reply within 1 business day with one of:
   • Replacement sent immediately at no charge.
   • Refund to your original payment method.

You choose between replacement and refund — we don’t push one over the other.

What you don’t need to do

• Don’t return the damaged item unless we ask. For damage cases we usually just send a replacement; the carrier has already done damage assessment via tracking history.
• Don’t pay for return shipping. If we do need the damaged item back (rare), we send a prepaid label.
• Don’t wait to see if more arrives — contact us within 7 days of delivery so we can file with the carrier in time.

Common types of damage we replace

• Crushed shipping box with damaged product inside.
• Cracked or shattered chew jar.
• Torn sachets with spilled powder.
• Wet/water-damaged packaging (rare but happens during severe weather).
• Heat damage in extreme summer shipping — chews softened beyond usable, color or smell changes. Less common since we ship in insulated mailers during hot months, but worth flagging if you see it.

Outer box damaged but product looks fine

If the shipping box took some damage but the product inside is intact and usable, you don’t need to do anything. Carrier handling is sometimes rough but the inner packaging is built to absorb that. If you’re not sure whether the product is still good, send a photo and we’ll take a look.

Time limit

We aim to resolve damage cases within 7 days of delivery. Past that window we can still help, but carrier claims become harder to file, so a replacement may have to come out of our cost rather than insurance. Reach out as soon as you notice the damage.