Refund policy

Last updated: November 1, 2026

You have 30 days from delivery to return an item to Pet Mercantile.

Damaged, faulty or wrong items

If an item arrives damaged, stops working under normal use, or is not what you ordered, email hello@petmercantile.com within 30 days of delivery with your order number and a photo. We send a free replacement or a full refund, including shipping. You do not need to send the item back.

Changed your mind or wrong size

You can return unused items within 30 days of delivery for a refund of the item price.

  1. Email hello@petmercantile.com with your order number and the items you want to return. We reply within one business day with the return address and instructions.
  2. Pack the item unused, clean and free of pet hair, in its original packaging if you still have it.
  3. Send it with a tracked shipping service. You pay the return shipping cost, and the original shipping charge is not refunded.

Please do not send returns to our business address or without contacting us first, because we cannot match unannounced parcels to an order.

International orders follow the same rules. Return shipping from outside the United States is paid by the customer, and import duties or taxes paid on delivery are not refundable by us, though you may be able to reclaim them from your customs office.

For a different size or color, return the item as above and place a new order. Every product with sizes has a measurement chart in its photos, so please check it before ordering.

Items we cannot accept back

  • Items that have been used, chewed, scratched, washed or show pet hair, unless they are faulty.
  • Opened food, treats, chews and other consumables.
  • Grooming tools that have been used, for hygiene reasons.
  • Gift cards.

Refunds

We refund to your original payment method within 3 business days of receiving and checking your return, or of approving a damaged or faulty item claim. Your bank or card issuer may take another 5 to 10 business days to show it. We email you when the refund is issued.

Questions

Email hello@petmercantile.com. This policy does not affect your rights under applicable law.