Refund and Return Policy for PETOPIAFAIR
Thank you for shopping with us! We strive to provide high-quality products and excellent customer service. If you are unsatisfied with your purchase, please review our refund and return policy below.
Returns
We accept returns on most items purchased from our store. Please review the conditions below:
Eligibility for Returns:
- Returns must be requested within 30 days of receiving your order.
- Items must be unused, in their original condition, and in the original packaging.
- Perishable items (such as pet food or treats) cannot be returned.
- Items marked as “final sale” are not eligible for returns.
How to Return an Item:
- To initiate the return process, contact our customer service team at customersupport@petopiafair.com.
- Provide your order number and a brief reason for the return.
- Once your return request is approved, you will receive a return authorization and instructions on how to send the item back to the vendor.
Return Shipping Costs:
- If the return is due to the vendor error (e.g., wrong item or defective product), they will cover the return shipping costs.
- For all other returns, the customer is responsible for the return shipping costs.
Refunds
Once the vendor receives your returned item and verifies its condition, they will issue a refund based on the following:
Refund Method:
- The vendor will process refunds using the original payment method used at checkout.
- Depending on your payment provider, the refund may take 7-10 business days to appear in your account.
Partial Refunds:
- Items returned in used or damaged condition may not be eligible for a full refund and may be subject to a restocking fee.
- Shipping fees are non-refundable, except in cases where we made an error.
Exchanges
If you wish to exchange an item for a different size, color, or product, please follow the return process and then place a new order for the desired item.
Defective or Damaged Items
If you receive a defective or damaged item, please get in touch with us within 7 days of delivery with photos of the product and packaging. We will work with our vendors to arrange a replacement or issue a full refund.
Pet DOA (Dead on Arrival) Policy
At PETOPIAFAIR, we take great care in ensuring the health and safety of any live animals on our vendor’s ship. However, we understand that rare occurrences of DOA (Dead on Arrival) can happen during transit. If you receive a deceased pet upon arrival, please follow the guidelines below:
How to Report a DOA:
- Contact our customer service team or the vendor within 24 hours of receiving your package.
- Provide a clear photo of the deceased animal, the original packaging, and any related shipping documentation (e.g., tracking number).
- Upon arrival, we or the vendor may ask for a brief description of the pet’s condition and packaging.
Refund or Replacement:
- If the pet is confirmed to be DOA, we will work with the vendor to issue a full refund or offer a replacement based on your preference.
- DOA claims must be made within 24 hours of receiving the animal. ANY Claims made after this time will not be accepted.
Important Note:
To help minimize DOA incidents, we trust our vendors to use the safest shipping methods available for live pets. However, we strongly recommend you track your shipment and be available to receive it promptly.
Non-Returnable Items
The following items are not eligible for returns or refunds:
- Perishable goods (e.g., pet food, treats, etc.)
- Custom or personalized items
- Items marked as “final sale” or “non-returnable”
Contact Us
If you have any questions or need assistance with your return or refund, please reach out to us at:
- Email: customersupport@petopiafair.com
Thank you for choosing PETOPIAFAIR! We appreciate your business and are committed to ensuring a great shopping experience for you and your pet.