Refunds & Returns Policy

Returns and Exchanges

You may request a return or exchange within 30 days of delivery. We accept eligible items you no longer want and items that arrive damaged, defective or incorrect. For example, contact us if an aquarium arrives cracked or the wrong feeder is delivered.

Eligibility

For a change of mind, items must be unused, in their original condition and packaging, with all parts and proof of purchase. Opened or used pet food, hay and other consumables cannot be returned for a change of mind for health and hygiene reasons. This does not limit remedies for damaged, defective or incorrect items or rights required by law.

How to Return

Within 30 days of delivery, email info@petcityonline.com with your order number, item and reason; include photos for damage or defects. We will provide instructions. Pack the item securely and send it to Pet City, 108 E Burnside Ave, Bronx, NY 10453, United States. Keep your tracking receipt until the return is resolved.

How to Exchange

Contact us within the same 30-day period with your order number and requested replacement. Once we confirm eligibility and availability, follow the return instructions above. After receiving and inspecting the returned item, we will arrange the replacement or discuss a refund if it is unavailable.

Return and Exchange Costs

For an item that arrived damaged, defective or incorrect, we cover the reasonable return shipping cost and the cost of sending a replacement. For a change-of-mind return or exchange, the customer pays return shipping and any additional cost for a replacement. We will explain the return method and any applicable costs before you send the item.

Refunds

We inspect returned goods after receipt and notify you of the outcome. Approved refunds are processed within 5 business days to the original payment method. Your bank or card issuer may need another 5–10 business days to post the credit. If it has not appeared after that period, contact your payment provider and then us.

Order Cancellation

Contact us immediately if you wish to cancel before shipment. If the order has not shipped, we will cancel without an additional handling fee and issue a full refund to the original payment method. After shipment, the return process above applies.