How do I start a return?

Starting a return takes one email.

Steps

1. Email support@petterm.com with:
   • Your order number (in any past order confirmation email).
   • A brief reason — even a single sentence is fine.
2. We reply within 1 business day with a prepaid return label and instructions.
3. Pack the product (any clean packaging works — original box not required) and drop it at a USPS location or schedule a pickup.
4. Once we receive the return, we process the refund within 3–5 business days.

What to include in the email

The more info, the faster we can help. Useful details:

• Order number
• Which product(s) you’re returning
• Reason (any reason is fine — “my pet won’t eat it,” “didn’t see results,” “ordered the wrong one”)
• Preference: refund to original payment, store credit, or exchange for a different product

What you don’t need to do

• Don’t return to a retail address. We process returns from a dedicated facility — use the prepaid label we send, not a generic Petterm mailing address.
• Don’t include a written return form. The label has everything we need.
• Don’t ship back without contacting us first. Returns shipped without prior coordination can get lost in our warehouse. The 1-business-day reply on the email is the fastest path.

Multiple items in the same return

Yes, you can return multiple products in one shipment — just mention them all in the initial email. We’ll send a single label that covers the package weight.

Damaged or wrong items

For damaged or wrong items, see My order arrived damaged. The process is similar but we usually send a replacement before you ship the original back.

Timing

• Email reply: 1 business day or less.
• Carrier transit (you → us): 3–7 business days depending on your location.
• Inspection: 1–2 business days from receipt.
• Refund posted: 3–5 business days from inspection.

Total from email to refund-on-statement is typically 7–14 business days.