Returns

Petmate offers returns for manufacturer's defects within 30 days of the original date of purchase. Before sending your return, please email Petmate Customer Service at  cs@petmate.com.

After 30 days from the original date of purchase, all sales are final.

Return shipping charges are paid by the customer unless it was due to a shipping error on our part.

Returns must be shipped freight prepaid. Any return sent back to Petmate freight collect without prior authorization will be refused.

All returns must be in unused condition and in original factory packaging with all original packing materials.

Returns must be shipped freight prepaid. Any return sent back to Petmate freight collect without prior authorization will be refused.

Returns Process

If you need to return an item/order, first contact us directly via email at cs@petmate.com. for instructions.

• Carefully package the item(s) and include the packing slip with the reason for return. If the packing slip is not available, please provide the order date, the original Petmate invoice or order number, and the item number of the product.
• Indicate whether you would like a replacement product or a credit.

Assistance

For assistance with returns contact Petmate Customer Service by emailing cs@petmate.com

Damaged items

If a package arrives damaged, it’s best for you to refuse the package. If you sign for and keep the package, you should note the damage when signing for it so that a claim may be filed with the carrier.

Damaged products are allowed for replacement or credit within 30 days of the original date of purchase. Please contact cs@petmate.com to report a damaged order.

Incorrect item

If the wrong item is shipped to you, please contact Petmate Customer Service at cs@petmate.com for further instructions.

Order revisions

If for any reason an order needs to be revised or canceled, contact cs@petmate.com within 24 hours. Orders can only be revised if they have not yet been processed by our distribution center. 

Credits

All credits will be made back to the original payment method. Petmate will request credit for your account within 14 business days from the date that we receive and audit the return. If the item is not returned, then credit will not be issued. Please note that if your order was paid by a credit card bank do vary in the time it takes to post credits to your account. We cannot control when you will receive your credit.

How do I access my account?

If you are having problems with your password, your password won't work, or forgot your password and cannot access your online account, the first step is to go to our account sign-in page and reset your password using the Forgot your password link. If you do not receive the password reset email, please contact Petmate Customer Service at cs@petmate.com

How do I get tracking for my order?

Orders can arrive in multiple shipments/cartons so please be patient and allow all packages to arrive. Sign into your online account for the quickest access to updates and tracking for your order.

Wholesale Accounts

You may apply for a wholesale account with Petmate. A wholesale account will allow you to purchase from Petmate at discounted pricing using a Credit Card as a payment method. A wholesale account is not a direct terms account with Petmate.

How do I establish a wholesale account with Petmate?

We support local pet shops, feed stores, and regional chains. We do not approve accounts that are selling on Amazon and other marketplaces exclusively. You will need to fill out a wholesale application Petmate Partners Account and provide the following information:

• W9 (To validate ownership of a business)
• Tax certificate/reseller license
• Company store name
• Website URL
• What type of Pet Retailer are you? (Pet Supply, Veterinarian Clinic, Breeder, Hardware, Groomer etc.)
• Contact information.