Returns & Refund Policy
Refunds, Replacements & Returns
Every order is supported by a real person at Petopia Dreams. If an item arrives damaged, defective, incorrect, incomplete, or does not arrive within the confirmed delivery route, email support@petopiadreams.com with your order number.
Damaged, Defective, Incorrect, or Missing Items
Please contact us as soon as possible after delivery, preferably within 7 days. Include clear photos or video of the item, packaging, shipping label, and the issue. After review, the available resolution may include:
- A replacement item or missing part
- A full refund
- A partial refund when only part of the order is affected
We will tell you whether a return is needed. Please do not send an item to an address on the parcel without contacting us first.
Delivery Issues
If tracking has stopped updating, the parcel is seriously delayed beyond its confirmed route, or the order is marked delivered but cannot be found, contact us. We will review the carrier record and guide you through the available refund or replacement support.
Change-of-Mind Requests
Contact us within 14 days of delivery. Eligibility depends on the product, its condition, and the destination. Approved items must be unused, in their original condition, and returned using the instructions we provide. Return shipping may be the customer’s responsibility.
Personalized items, opened hygiene-sensitive products, used pet products, and final-sale items may not be eligible unless they arrived damaged, defective, or incorrect.
Refund Timing
Approved refunds are sent to the original payment method. Your bank or payment provider may need additional time to post the funds.
Contact
Email support@petopiadreams.com. A real person normally replies within 24 hours.
This policy does not limit any consumer rights that apply under the law of your country or region.