Refund policy

Last Updated: June 13, 2026

At Petzoriva, customer satisfaction is our top priority. We want you and your furry friend to be fully delighted with your purchase. If an item does not meet your expectations, we offer a clear, transparent, and fair return and refund process.

This policy applies exclusively to orders delivered within the United States.

1. 30-Day Return Window

We offer a strict 30-day return window counting from the official carrier delivery date. To qualify for a return and full product refund, your item must meet the following mandatory criteria:

  • The item must be completely unworn, unused, unwashed, and undamaged.
  • All original tags, labels, or component items must remain firmly attached.
  • The item must be safely repacked in its original manufacturer packaging.
  • A valid proof of purchase (such as your order confirmation email or receipt number) must accompany the request.

Returns requested or sent back after 30 days from the original delivery date cannot be accepted.

2. Non-Returnable Items

For safety, compliance, and hygiene standards, certain types of items are excluded from returns:

  • Clearance items, markdown products, or items explicitly marked as "Final Sale".
  • Digital or physical Gift Cards.
  • Personal-use pet products (such as opened pet shampoos, sprays, and used grooming brushes).
  • Products damaged due to customer misuse, improper installation, or altered components.

We reserve the right to decline any return parcel that fails to satisfy our eligibility criteria.

3. How to Initiate a Return

Please do not mail items back to us without receiving prior approval, as unapproved parcels will be rejected. To start a return, follow these simple steps:

  1. Contact us via email at petzoriva@gmail.com or call our hotline at +1 (856) 658-0735.
  2. Provide your official Order Number, state the specific item(s) you wish to return, and mention the reason for the return.
  3. Our dedicated support team will review your claim and provide comprehensive mailing instructions.

Please note: Customers are responsible for paying their own return shipping costs unless the return is a direct result of our error (e.g., the item arrived broken, defective, or incorrect).

4. Damaged, Defective, or Incorrect Items

Please inspect your product shipment immediately upon arrival. If you receive an item that is damaged, broken, or completely incorrect, please contact our support desk within 7 days of delivery at petzoriva@gmail.com. We will request clear photographs of the damage/defect to quickly evaluate the issue. Once verified, we will arrange a replacement or issue a full refund at absolutely no extra cost to you.

5. Exchanges

The most efficient way to secure an alternative product or style is to initiate a return on your original item following the steps above. Once your return is accepted and checked into our warehouse, you may independently place a brand-new order for the desired item on our store.

6. Refund Processing (14-Day Timeline)

Once your return parcel arrives at our facility, it will be thoroughly inspected by our fulfillment team. We will send you an email notification confirming receipt of your item and its approval or rejection status.

  • If approved, your refund will be automatically processed back to your original payment method within 14 business days.
  • Please allow additional processing time for your bank or credit card provider to officially post the credit to your financial statement.
  • Original shipping fees (if any were applied) are non-refundable unless the return is due to an error on our part.

7. Order Cancellations

Orders can only be modified or canceled before they enter the processing or shipping phase. Because our fulfillment system operates quickly to maintain fast shipping speeds, please notify us immediately if you wish to cancel. Once an order is handed over to the courier network, it cannot be canceled and must proceed through our standard return loop.

Contact Our Return Desk

Our customer support team aims to reply to all return, exchange, and refund inquiries within 24–48 business hours:

Trade Name: Petzoriva

Mailing Address: 327 E Railway Ave, Paterson, NJ 07503, United States

Phone: +1 (856) 658-0735

Email: petzoriva@gmail.com

Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)