Refund policy

Last Updated: June, 2026

At Prestige Pet Supplies, we stand behind every order. If something goes wrong, we'll make it right. Please read the details below so you know exactly what to expect.

What's Covered

Because your items ship directly from our fulfillment partners, we are unable to accept returns for change of mind or for items that are simply no longer needed. What we do fully stand behind is any problem with the order itself — items that arrive damaged or defective, the wrong item, a missing item, or an order that never arrives. Here's how each is handled.

Damaged, Defective, Incorrect, or Missing Items

If your order arrives damaged or defective, or you receive the wrong item or a missing item, we will replace it or refund you in full — whichever you prefer.

To start a claim, email us at Support.PrestigePetSupplies@gmail.com within 30 days of delivery and include:

  • Your order number
  • A clear photo or short video showing the problem (the damage, the defect, or the incorrect item)
  • For wrong or missing items, a photo of what you received along with the original packaging and shipping label

Once we confirm the issue, you usually will not need to ship anything back. For damaged or defective products, you are welcome to keep or safely dispose of the item, and we will arrange your replacement or refund right away.

Lost, Stuck, or Undelivered Orders

If your package hasn't arrived, or your tracking hasn't updated for an extended period, contact us at Support.PrestigePetSupplies@gmail.com with your order number, and we will open an investigation with the carrier on your behalf. Here's how each situation is handled:

  • Stuck or lost in transit: If the carrier cannot locate or move your package, we will resend your order or issue a full refund.
  • No tracking movement for an extended period: We will investigate with the carrier, and if the package cannot be delivered, we will resend it or issue a full refund.
  • Marked delivered but not received: If tracking shows the order was delivered, but you did not receive it, we may ask for a brief non-delivery confirmation from your local carrier or postal service before we can resend or refund.

Order Cancellations

Need to cancel? Email us within 24 hours of placing your order. If it has not yet been processed or shipped, we will cancel it and refund you in full. Once an order has been processed or shipped, it can no longer be canceled, but the protections above still apply if anything arrives damaged, incorrect, or does not arrive at all.

Replacements

If you choose a replacement instead of a refund, we will ship it to you at no extra cost once your claim is approved. Replacement orders are processed within 1–3 business days of approval and arrive within our standard delivery timeframe (see our Shipping Policy). If the same item is no longer available, we will offer a comparable substitute or a full refund.

Exchanges

We are unable to offer exchanges for change of mind or for a different size, color, or item. If your product arrived damaged, defective, or incorrect, please use the replacement option described above, and we'll take care of it.

Refunds

Approved refunds are issued to your original payment method. We process refunds within 2 business days of approving your claim. Depending on your bank or card provider, it can take an additional 5–10 business days for the funds to appear in your account.

What We're Unable to Cover

  • Change-of-mind or "no longer needed" returns
  • Claims made more than 30 days after delivery
  • Orders that tracking confirms were delivered, unless you provide a non-delivery confirmation from your carrier
  • Damage to the outer packaging only, where the product inside is intact and usable
  • Opened food, treats, or supplements, except where they arrived damaged or defective
  • Gift cards and items marked "Final Sale" or "Clearance"

Need Help?

We're happy to help with any return, refund, or order question.

Prestige Pet Supplies LLC

Email: Support.PrestigePetSupplies@gmail.com 

Phone: +1-800-837-2105

Business Address: PO Box 172, Mason, Ohio 45040, USA

Support hours: Monday–Friday, 9:00 AM – 5:00 PM ET