30-Day Money Back Guarantee

We stand behind all of our products and most importantly we believed in our passionate designers. Getting the right product to our customer is what we thrive for. So if you have any concerns or issues, we’re here to help.

All products sold by Petoga.com offer a 30-day money back guarantee unless otherwise stated. All products may be returned within 30 days from the original invoice date for a full refund or exchange, excluding any incurred shipping charges. Please review the Returns and Exchanges policy below carefully.

Product Return Policy (Please review carefully)

All product return for refund or exchange must include all the complete materials and original packaging.

1. All items must be in "as-new," resellable condition, and in original undamaged packaging. 
2. Keep the original box/package for all returns. So be sure to keep the packaging around for a while before tossing it away. 
3. We reserved the right to determine if a product is used or resellable condition. 
4. We refused a refund request if the product was not returned with its complete materials/original packaging.

All returns must be shipped freight prepaid for by the customer and with a tracking number. No COD or freight collect returns will be accepted by Petoga.

If a shipment is refused or returned due to an error in your address, you will be charged the shipping fee again for your package to be resent.

If we shipped an incorrect item(s) due to your ordering error or mistake, you will be charged the shipping fee again for your exchanged package to be resent.

All shipping & return shipping fees are NON-REFUNDABLE and NON-REIMBURSABLE.

We cannot accommodate returns or exchanges for items due to negligence usage, misused and mishandling of the item, wear and torn by your pet.

For standard health regulations, we are prohibited to accommodate returns or exchanges of used carrier and beds. So please choose the appropriate size for your pet carefully. If you need assistance, please contact us by clicking on the “Contact Us” at the bottom of every webpage.

Exchanging Merchandise / Replacement (within 30 days exchange policy period)

Products exchange or replacement procedures: 

1. Email your exchange item(s) request including your Order Reference Number and Reasons to "customerservice@petoga.com". Please enter “Requesting Item to be Exchanged” in the subject of your email.
2. Your exchange item(s) request must be submitted to us within the exchange policy period.
3. Once you received an approval response from us, please place your exchange item(s) along with its complete material into its original packaging. 
4. Sent it to us.  Please see “To what address do I send my return merchandise to?” below for our address. You must provide us with the tracking number.  Please email the tracking number to customerservice@petoga.com.  Please enter "XXXXXXX (UPS,FEDEX,DHL) Tracking Number for Exchange item" in the subject of your email.  Exchanges WILL NOT be accepted without a valid tracking number
5. We can only exchange your item(s) after we received and processed your returned item(s). 
6. We allow one complimentary exchange per item. After the first exchange, each exchange will incur a 15% restocking and shipping & handling fee. 
7. If you need a replacement right away for any reason, we suggest you obtain a RMA (Return Merchandize Authorization) number and a merchant credit (rather than an exchange or replacement).  Please see “Returning Merchandise for Refund” below to obtain a RMA number from us.  Once you obtain your RMA number, go to www.petoga.com and place a new order. The new order will be shipped as soon as we have the product available. Your credit will be applied approximately 7-10 days after we receive the item(s) you are returning. 
8. If you need further assistance, please click on “Contact Us” at the bottom of every webpage.  We’re here to assist. 

Returning Merchandise for Refund (within 30 days refund policy period)

Products return procedures: 

1. Email your return item(s)/refund credit request including your Order Reference Number and Reasons to "customerservice@petoga.com". Please enter “Requesting Item to be Exchanged” in the subject of your email.
2. Your return item(s) request must be submitted to us within the refund policy period. 
3. We will issue and send you a Return Merchandize Authorization (RMA) number through email. 
4. Once you received an approval response from us along with the RMA number, place your return item(s) along with its complete materials into its original packaging. 
5. The RMA number must appear on your return packing label or clearly on outside of the box.  Returns WILL NOT be accepted without a RMA number. 
6. Sent it to us.  Please see “To what address do I send my return merchandise to?” below for our address. You must provide us with the valid Tracking Number.  Please email the tracking number to customerservice@petoga.com.  Please enter "XXXXXXXXX (UPS, FEDEX, DHL) Tracking Number for RMAXXXXXX" in the subject of your email.  Refund CANNOT be processed without a vaild tracking number.
7. RMA number is valid for seven business days from the date of issue. You must ship the return item(s) to us within seven business days of the date that the RMA was issued. 
8. Once we received the return item(s), we will determine the "as new" or resellable condition. Please allow 2 - 3 days for processing.
9. We will process your refund once we received the return item(s) and determine the condition. Please allow at least one to two billing cycle to occur for your credit/refund to reflect on your monthly credit card statement. 
10. If you need further assistance, please click on “Contact Us” at the bottom of every webpage.  We’re here to assist.  

Returning Defective Merchandise (within 30 days returnexchange policy period)

Returning defective product procedures: 

1. To return a defective item(s), please email us at customerservice@petoga.com with your Order Reference Number and few comments on the defects within the return policy period. Please enter “Returning Item due to Defects” in the subject of your email.
2. Once you received a confirmation response from us, please place the defective item(s) along with its complete materials into its original packaging. 
3. Send it back to us.  Please includes the shipping charges receipt in the return package when sending back to us. 
4. We will cover the shipping charges you need to return our product(s) due to our defective item(s). 
5. Once we received the defective item(s), we will ship the replacement item(s) at no extra shipping cost for any inconvenience that we might have caused. 
6. Please allow 24-48 hours to process your replacement order(s) after we have received your returned item(s). 

As a reminder:  To receive shipping charges refund please includes the shipping charges receipt in the return package when sending back to us. We WILL NOT process your shipping charges refund without a shipping charges receipt.

To what address do I send return merchandise to?

Return/Exchange 

Petoga.com

3815 S. Othello St. STE 100 PMB 128 Seattle, WA 98118

Please contact us at 1-888-867-2706.  We're here to help!