Returns & refunds

Report issues within 30 days of delivery

All claims must be submitted within 30 days of the delivery date shown on your tracking. After 30 days the order is closed with our fulfillment partners and we are no longer able to process a refund, replacement, or return. Email hello@digitalpetshop.com with your order number and clear photos (or a short video) showing the issue.

What qualifies

• Damaged or defective on arrival — badly damaged items qualify for a replacement or full refund; partial damage may qualify for a partial refund or replacement. Minor imperfections that do not affect use (loose threads, slight wrinkles, small scratches, damage to the outer shipping box only) do not qualify.
• Wrong item received — replacement or full refund.
• Missing parts or accessories — we resend the missing part or accessory. If the missing part does not affect use, a partial refund may be offered instead.
• Lost in transit — if a US order has not been delivered within 45 days of leaving the warehouse (60 days for most international destinations), contact us for a replacement or refund. Orders marked delivered by the carrier are considered delivered; if you believe a delivered package never arrived, we will need supporting documentation from your local carrier to open an investigation.

What does not qualify

• Change of mind, or no longer wanting the item
• Ordering the wrong size, color, or product (please check size charts and descriptions before purchasing)
• An incorrect or incomplete shipping address entered at checkout
• Packages refused at delivery or left unclaimed
• Opened food, treats, supplements, and grooming or hygiene products, unless defective
• Minor variations in color or appearance from product photos

How claims are resolved

Approved claims are resolved with a replacement, a resend of the missing part, or a refund to your original payment method — whichever fits the issue. In many cases you will not need to send anything back: we may resolve the claim and let you keep or donate the item. Refund timing depends on your bank or card issuer, typically 5–10 business days after approval.

If a physical return is required

Returns are accepted only when authorized in advance by our support team. Items sent back without authorization cannot be refunded. Authorized returns must be unused, in original packaging, and shipped within 30 days of delivery to the address we provide — our fulfillment partners process returns at international warehouses, so return transit can be lengthy. Unless the return is due to our error, return shipping costs are the customer's responsibility and are not refunded.

Order cancellations

Orders can be cancelled for a full refund only before warehouse processing begins, usually within a few hours of purchase. Once an order is being processed or has shipped it can no longer be cancelled and any issue is handled under the claims process above.

A note on chargebacks

Please contact us before disputing a charge with your bank — we resolve nearly every issue faster than a chargeback investigation. Questions? See our shipping policy or FAQ.