Refund policy

MyPetXO – Refund, Return & Replacement Policy

At MyPetXO, we want you (and your pet 🐾) to be completely satisfied with your purchase. If something goes wrong, we’re here to help.

 1. How to Request a Refund or Replacement

If you experience any issue, please contact us within the required timeframe.

📧 Email: support@mypetxo.com

To process your request quickly, please include:

  • Your order number
  • Clear photos or videos of the issue
  • Description of the problem

2. Delivery Delays

If your order does not arrive within:

  • 45 days (United States)
  • 60 days (International)

You are eligible for:

  • Full refund OR
  • Free replacement

📌 Important:

  • If tracking shows the package is waiting at your local post office, you must collect it.
  • Delays due to incorrect address or customs issues are not eligible.

3. Order Marked as Delivered but Not Received

If tracking shows “Delivered,” but you didn’t receive your package:

We will assist you, but you may need to provide:

  • A non-delivery certificate from your local post office

Refunds/replacements are not guaranteed in these cases but we will try our best to help.

4. Damaged Items

If your item arrives damaged:

  • Severely damaged → Full refund or replacement
  • Partially damaged → Partial refund or replacement

  Conditions:

  • Must be reported within 30 days of delivery
  • Photo or video proof required

 5. Wrong, Missing, or Incorrect Items

If you receive an incorrect or incomplete order:

  • Wrong item → Full refund or replacement
  • Missing parts → Partial refund or replacement
  • Missing accessories → Resent free of charge

6. Order Cancellation

  • Orders can be canceled before they are processed or shipped
  • Once shipped, cancellation is not possible

7. Returns

We generally do not require returns due to high international shipping costs.

If a return is necessary:

  • Item must be unused and in original condition
  • Must be returned within 30 days of delivery
  • Customer is responsible for return shipping cost

8. Non-Refundable Situations

We cannot offer refunds or replacements in the following cases:

  • Incorrect shipping address provided by customer
  • Package not collected from post office
  • Buyer ordered wrong item or variant
  • Minor differences (color, size, smell, slight scratches)
  • Tracking shows delivered
  • Delays caused by:
    • Customs clearance
    • Weather or natural events
    • Global disruptions (e.g., strikes, pandemics)

9. Important Notes

  • Some shipping methods may have limited tracking
  • Refunds are processed only after verification
  • Resolution time may take 5–10 business days

10. Refund Processing

Once approved:

  • Refunds are issued to your original payment method
  • Processing time depends on your bank/payment provider (usually 5–10 days)

Our Promise

At MyPetXO, we care about your pets like our own 

We always aim to:
✔ Resolve issues quickly
✔ Offer fair solutions
✔ Keep you informed

Need Help?

Email: support@mypetxo.com
Response time: 24–48 hours