Refund policy
Last updated: September 24, 2026
We want you and your pet to love your Pettly order. If something isn't right, here's how we'll make it right.
Damaged, defective, or incorrect items
If your order arrives damaged, defective, or isn't what you ordered, email us at hello@pettly.ca within 30 days of delivery. Include your order number and a photo of the issue, and we'll send a free replacement or issue a full refund. You don't need to send the item back.
Change of mind (30-day returns)
Changed your mind? You can return unused items in their original packaging within 30 days of delivery for a refund of the item price.
- To start a return, email us at hello@pettly.ca with your order number. We'll reply with the return address and instructions within one business day.
- Please don't send items back without contacting us first. Returns sent to any other address can't be processed.
- Return shipping is paid by the customer and is non-refundable. We recommend a trackable shipping service, as we can't refund returns that are lost in transit.
- Items that have been used on a pet (for example, a brush with fur in it or a bowl that has held food) can't be returned for change of mind. They're still fully covered if they arrive damaged, defective, or incorrect.
Exchanges
Want a different colour or size? Return the unused item as described above and place a new order for the one you'd like.
Refunds
Once we receive and check your return, or approve a damage claim, we'll refund your original payment method within 5–10 business days. Depending on your bank, it may take a few extra days to appear.
Order cancellations
Need to cancel or change an order? Email us as soon as possible. Once an order has been processed for shipment, we can't cancel or change it, but you can still return it under the policy above.
Contact
Questions about a return or refund? Email us at hello@pettly.ca.