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Refund policy

Last updated: 05.14.2026

At Petterm, we care deeply about the quality of our products and the experience of every pet parent who shops with us. Because our products are ingestible pet supplements, the rules below are stricter than for typical retail items — once a box or jar has been opened, we can't safely resell it or guarantee it for another household. This is true industry-wide for pet and human supplements, and it's the rule we follow too.

If something is not right with your order, we are here to help.

1. Eligible Returns

We accept returns of unopened, factory-sealed items within 30 days of delivery.

To qualify for a return, the item must be:

  • still in its original outer box or jar with the safety seal intact
  • unused, unmixed, and not transferred to another container
  • in the same condition you received it

2. Non-Returnable Items

Because Petterm products are ingestible supplements, the following are not eligible for return or refund:

  • products with the box opened or the chew-jar safety seal broken
  • products that have been mixed into food, water, or another container
  • items returned more than 30 days after delivery
  • products damaged after delivery through misuse or normal wear and tear
  • final-sale or clearance items marked non-refundable
  • gift cards

This is not about hassle — opened pet supplements cannot be safely resold or returned to inventory, and we do not want to put another pet at risk.

3. Damaged, Defective, or Incorrect Orders

If your order arrives with visible shipping damage, looks defective, or contains the wrong product, please contact us within 7 days of delivery at [email protected] with:

  • your order number
  • a short description of what's wrong
  • clear photos of the item and the outer packaging

We will replace the item at no cost or refund the full order — your choice. You do not need to ship the original item back unless we specifically ask. This applies even after the package has been opened. The 7-day damage window exists so the carrier claim is still actionable.

4. How to Start a Return

For eligible (unopened, within 30 days) returns:

  • Email [email protected] with your full name, order number, and reason for the return.
  • We will review and reply within 1 business day with return instructions and the address to ship to.
  • Please do not send anything back before you hear from us — unauthorized returns may not be accepted or refunded.

5. Return Shipping

For buyer-initiated returns (you changed your mind, ordered the wrong product, etc.), you cover the return shipping cost. Return shipping is non-refundable.

For damaged, defective, or wrong-item claims, Petterm covers everything. You will not be asked to pay return shipping.

6. Refunds

Once we receive and inspect your return, we will email you the result within 2 business days.

Approved refunds go back to your original payment method within 5–10 business days. Your bank or card issuer may need an extra day or two to post it to your account.

Original shipping is non-refundable unless the refund is for a damaged, defective, or incorrect item. We do not offer store credit in lieu of a refund.

7. Exchanges

We do not process direct exchanges at this time.

If you want a different formula, please place a new order at any time. Your refund for the returned item will be processed independently as soon as it is approved.

8. Order Changes and Cancellations

We aim to ship within 1–2 business days, so the window to change or cancel an order is short.

Email [email protected] within 2 hours of placing your order and we will do our best to catch it before it leaves the warehouse. After it ships, we cannot redirect or cancel it — wait for delivery and use the return process above.

9. Subscribe & Save

Subscribe & Save orders follow the same rules as one-time orders.

You can also skip, pause, swap, or cancel any upcoming delivery from your account at any time — that is the easier path if you simply do not want the next shipment.

10. Contact Us

For any return or refund question, please contact us at:

Petterm
Email: [email protected]
Phone: +1 (607) 399-9299
Customer care hours: Mon–Fri 7:30 AM – 4:00 PM PT, Sat 8:00 AM – 1:00 PM PT