Return & Refund Policy

 

Last updated: September 1, 2026

At Pet Velo, we want you to be happy with your purchase. If there is an issue with your order, please contact us and we'll work with you to find a solution.

Damaged or Defective Items

If your item arrives damaged, defective, or unusable, please contact us as soon as possible after delivery.

To help us resolve the issue, please provide:

• Your order number

• Photos clearly showing the issue

• A video when necessary to demonstrate the problem

After reviewing your request, we may offer a replacement, reshipment, partial refund, or full refund, depending on the circumstances.

Incorrect or Missing Items

If you receive an incorrect product, incorrect color/variant, or an item is missing from your order, please contact us with your order number and supporting photos.

We will review the issue and, when applicable, arrange a replacement or refund.

Returns

Because our products are fulfilled through a third-party fulfillment provider, returns are not automatically accepted for reasons such as changing your mind, ordering the wrong item, or simply not liking the product.

If a return is required, do not send the product to an address provided by anyone other than Pet Velo. Contact us first so we can review your request and provide return instructions if your return is approved.

Unauthorized returns may not be eligible for a refund.

Refunds

Once your refund is approved, the refund will be issued to the original payment method used for the purchase.

The time it takes for the refund to appear in your account may vary depending on your bank or payment provider.

Order Cancellations

If you need to cancel an order, contact us as soon as possible after placing it. We will do our best to accommodate cancellation requests before the order enters processing.

Once an order has been processed or shipped, cancellation may no longer be possible.

Contact Us

If you have an issue with your order or believe you qualify for a refund or replacement, please contact Pet Velo through our customer support email with your order number and details about the issue.

We will review each request and work to resolve it as quickly as possible.

Thank you for choosing Pet Velo.