Refund policy

PETT2GO Return & Refund Policy

Return window

You may request a return within 14 days after your order is delivered.

Return eligibility

To be eligible for a return, the item must be unworn, unused, and in the same condition in which it was received, with the original tags and packaging. Proof of purchase is required.

How to start a return

Email service@pett2go.com with your order number and the item you wish to return. Before sending the parcel back, please notify us so we can provide the correct return information and help track the shipment to prevent loss. After dispatch, please send us your order number, carrier, and tracking number.

Return shipping

For returns due to fit, preference, or other non-defect reasons, return shipping is the customer’s responsibility. If an item arrives defective, damaged, or incorrect, contact us promptly so we can review the issue and provide an appropriate solution.

Pre-order items
Pre-order items are not sale items. They follow the standard return and exchange rules in this policy. You may cancel a pre-order by contacting us up to one week before it ships. Name embroidery and fit adjustments are customised services, and items with embroidery or alterations cannot be returned or exchanged.

Exceptions and non-returnable items

Custom or personalized items (including items with name embroidery or fit adjustments) and gift cards cannot be returned. Please contact us at service@pett2go.com if you have questions about a specific item.

Exchanges

The fastest way to receive a different item or size is to return the original item and place a new order after the return has been approved.

Refunds

Once the returned item arrives, we will inspect it and notify you whether the refund has been approved. If approved, we will initiate the refund to your original payment method within 72 hours.

Your card issuer, PayPal, or PayNow may take up to 7 business days to post the refund. If the refund has not appeared after 7 business days, please contact us at service@pett2go.com.

Contact

For return or refund questions, email service@pett2go.com.