Skip to content
Order cut-off time: 5:00 PM (GMT) · Customer service Monday to Friday, 9:00 AM to 5:00 PM (GMT)
0 Contact

Return & Refund Policy

Last updated: September 24, 2026

At Ideal Pet Warehouse Ltd, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we’re here to help.

Return Window

We accept returns within 30 days from the date of delivery.

Return Conditions

To be eligible for a return, the item must be:

  • Unused and in the same condition that you received it
  • In its original packaging
  • Accompanied by proof of purchase (order confirmation or receipt)

How to Start a Return

  • Contact our support team at support@idealpetwarehouse.com or +1 212-860-2543 within 30 days of delivery, including your order number.
  • Our team will confirm your return and send you the return instructions and return address.
  • Pack the item securely in its original packaging and send it back by mail. We recommend a trackable shipping service, as we cannot guarantee receipt of returned items without tracking.

Return Shipping Costs

  • Customers are responsible for return shipping costs unless the product is defective, damaged or incorrect.
  • If the product is defective, damaged or incorrect, we cover the return shipping cost.
  • There is no restocking fee.

Refunds

Once we receive and inspect your returned item, we will notify you by email regarding the approval of your refund.

If approved, your refund will be processed within 5 business days to your original payment method.

Please note:

  • Original shipping fees (if applicable) are non-refundable unless the item is defective, damaged or incorrect.
  • It may take additional time for your bank or payment provider to process the refund.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective or incorrect, please contact us within 30 days of delivery with your order number and a photo of the item. We will send a replacement or issue a full refund to your original payment method, at no extra cost to you.

Exchanges

We only replace items if they are defective or damaged. If you need an exchange, please contact us for assistance.

Non-Returnable Items

Certain items may not be eligible for return, including:

  • Used or damaged items not due to our error
  • Items not in original condition or packaging

Contact Us

If you have any questions about returns or refunds, please contact us: