30-Day Window
Submit your request within 30 calendar days from the confirmed delivery date.
Returns & Exchanges
Returns, made simple.
Your pet’s routine deserves the right fit. Eligible PetLink purchases can be returned or exchanged free of charge within 30 days of delivery, with clear guidance from our care team at every step.
30-Day Free Returns
Free Returns
PetLink covers standard return shipping for eligible and approved returns within the policy window.
Care-Led Review
Every request is reviewed so connected, hygiene, and safety products are handled correctly.
A Clear Path
Three steps from request to resolution.
Please request authorization before sending an item back. This allows us to confirm eligibility, provide the correct return instructions, and prevent delays.
01
Send Your Request
Share your order number, the item you wish to return or exchange, and a short explanation of the reason.
02
Receive Instructions
Our care team will review the request and provide approval, packaging guidance, and the applicable prepaid return method.
03
Pack and Send
Secure the product with its accessories and identifying information, then use the authorized return instructions provided by PetLink.
Eligibility Guide
Return-ready means complete, clean, and cared for.
Promotional and discounted products follow the same eligibility rules unless they were clearly identified as final sale before purchase.
Eligible Returns
- The request is submitted within 30 days of confirmed delivery.
- The product is in its original condition without accidental damage, misuse, or unauthorized modification.
- All included components, cables, adapters, mounts, manuals, and accessories are returned together.
- The item is reasonably clean and packaged securely to prevent damage while in transit.
- Connected products have been removed from personal accounts and reset when the device supports a factory reset.
Items Requiring Care
- Food-contacting, grooming, litter, and hygiene components must be cleaned and free from food, pet hair, waste, or other residue.
- Opened consumables, replacement filters, liners, grooming supplies, and other single-use items are not returnable once used.
- Products damaged through chewing, scratching, incorrect installation, weather exposure, or improper power use may not qualify.
- Items sent without prior authorization may be delayed, refused, or returned to the sender.
- Products missing essential parts may receive a reduced refund reflecting the missing components.
Feeding & Hydration
Empty, clean, and dry every removable component.
Remove food and water, rinse washable parts where appropriate, and allow every component to dry completely before packing.
Tracking & Monitoring
Protect your personal information.
Unpair cameras, trackers, collars, and identification devices from your accounts before completing the return.
Hygiene & Cleaning
Hygiene comes first.
Litter boxes, grooming tools, and cleaning devices must be emptied, sanitized where appropriate, and safely repackaged.
Safety Products
Keep every safety component together.
Gates, vehicle restraints, training devices, fences, lights, and related accessories are reviewed carefully because fit, installation, and complete hardware matter.
Include every attachment.
Return brackets, straps, receivers, remotes, chargers, probes, extension pieces, and mounting hardware.
Return brackets, straps, receivers, remotes, chargers, probes, extension pieces, and mounting hardware.
Remove batteries when instructed.
Protect terminals and follow the return instructions provided for products containing rechargeable or replaceable batteries.
Protect terminals and follow the return instructions provided for products containing rechargeable or replaceable batteries.
Do not ship installed items.
Carefully uninstall the product and remove personal labels or identification before packing.
Carefully uninstall the product and remove personal labels or identification before packing.
After Your Return
What happens after the package is sent?
Keep your return tracking information until your refund or exchange is complete. Processing begins after the returned package reaches the designated return location.
01
In Transit
Your authorized package travels to the designated return location.
02
Received
The shipment is checked in and matched with your approved request.
03
Inspected
The item, condition, accessories, and identifying details are reviewed.
04
Resolved
Your approved refund or exchange is processed and confirmed by email.
Refunds
Approved refunds are issued to the original payment method. Please allow 5–10 business days after processing for the credit to appear, depending on your bank or payment provider.
Exchanges
Exchanges are subject to product availability. If the requested replacement is unavailable, we will offer an appropriate alternative or process an eligible refund.
Useful Details
Return questions, answered.
These answers cover the most common situations. Your approval message will contain the instructions specific to your item and order.
When does the 30-day return period begin?
The return period begins on the date your order is marked as delivered by the carrier. Your request must be submitted within 30 calendar days of that date.
Are return shipping costs covered?
Yes. PetLink covers standard return shipping for eligible returns approved within the 30-day window. Use only the return method and instructions provided with your approval.
Can I exchange an item for a different model?
An exchange may be available when the requested product is in stock. Any price difference will be explained before the exchange is finalized.
What if my order arrived damaged or incorrect?
Tell our care team as soon as possible and include your order number, a description of the issue, and clear photos of the item and packaging. We will review the case and arrange an appropriate replacement, return, or refund.
Do I need the original packaging?
Original packaging is strongly recommended because it is designed to protect the product. If it is unavailable, use a sturdy outer box and sufficient protective material to prevent movement or damage.
Can I return a product after testing it?
Reasonable inspection may be accepted when the product remains clean, complete, and undamaged. Items showing pet damage, heavy use, contamination, incorrect installation, or unauthorized modification may not qualify.
Where should I send my return?
Do not send a return to the business address without authorization. The correct destination and shipping instructions will be provided after your request is approved.
Ready to begin?
Have your order number and product details ready. Our 24/7 care team will guide you through the appropriate return or exchange process.