At PetFlow, we strive to make our customers and their pets happy. That means standing behind the products we sell with flexible return and exchange options.

This policy outlines the guidelines for returning items purchased on for refund or exchange when the product is not right for your pet or situation. We aim to make the process hassle-free while upholding fair use of our return program.

General Return Guidelines

PetFlow accepts returns on most unused products in new condition within 30 days of original delivery date. Some restrictions apply:

To get started, email our Customer Service team at or give us a call. We want to make it right if an item does not work out for any reason.

Return Shipping Methods

PetFlow provides pre-paid return labels for convenient mail returns at no cost to the customer. Simply re-pack the item, attach the label to box, and drop off at any UPS or USPS location convenient for pickup.

In some cases, PetFlow may arrange pickup by carrier from your address instead. This option allows returning especially large, heavy or fragile items that are difficult to transport for individual customers.

In-person dropoffs of returns are not permitted at PetFlow warehouses or offices at this time. All return packages must be handled through our provided prepaid labels and pickup services.

Refunds on Returns

After receiving and inspecting your return, PetFlow will issue refunds within 2-3 business days to your original payment method. Here is how refunds are handled for different purchase types:

Credit Card Purchases: Refunds go back to your card used at checkout.

Debit Card Purchases: Refund will deposit back into your linked bank account.

Third Party Pay: PayPal, ApplePay and Google Pay refunds will process to your connected wallet or funding source used.

PetFlow Credit: Returns reduce your account balance.

For bundled or subscription orders, any applicable signing fees, deposits, or rushed shipping charges paid initially may be forfeited. Reach out to our team for refund details on your specific bundled purchase.


PetFlow aims to make returns hassle-free, so we recommend re-ordering a new item you’d prefer and returning the original purchase after receiving it. This ensures you get your replacement product as fast as possible.

However, we can process a direct exchange if preferred. After receiving and inspecting your return, PetFlow will ship out a replacement item you select at no additional shipping cost to you. Exchanges are done within the valid 30-day return window. Not all items may be available for direct swap – reach out to our team first to confirm exchange eligibility.

Exchange shipping timelines match our regular delivery estimates of 5-10 business days on standard shipping. Only available inventory can be shipped out, so some replacement items may face slight delays.

Return Restrictions

PetFlow reserves the right to deny returns that do not comply with our policies, exceed reasonable use, or indicate fraud/abuse. Ineligible items include:

PetFlow also reserves the right to suspend all return privileges in the case of chronic abuse of our Returns program. Refunds and exchanges ultimately are subject to management approval.

Returning Defective or Damaged Items

If your order arrives defective, broken or damaged, please start a return within 48 hours of delivery and we will happily replace it.

It’s important to take photos documenting any flaws or damage to equipment and packaging when first opening your delivery. Contact PetFlow’s Customer Service team to report defects and initiate return/replacement proceedings:


Phone: 1-800-PETFLOW (Mon-Sat, 7am-7pm EST)

The quicker a damage return is started, the faster we can get you a properly functioning replacement!

Change of Mind Returns

No problem, returns are allowed on unused items if simply not right for your pets or home situation.

To ensure health and safety, all perishable food must be unopened and unused to be eligible for return. Medications also cannot have been dispensed. Reach out to customer service first before attempting to return expired or used products.

Lost & Missing Returns

Please inspect orders carefully on arrival and report any missing items to PetFlow within 48 hours. We need to account for all products shipped in case something was overlooked at our facility or fell out in transit.

If notified promptly about shortage issues, PetFlow will ship replacements at no additional cost once we confirm any inventory discrepancies internally from our records.

Refunding Shipping Fees

Standard shipping fees paid initially are non-refundable on returns, as the costs have already been incurred getting the package to you.

Return label postage is paid for by PetFlow as a courtesy. Any expedited or special shipping options selected such as Express or Overnight may have associated fees forfeited however.

Reach out to PetFlow’s Customer Service team prior to returns to understand refund eligibility for personalized bundles, bulk orders, or other unique shipping configurations like freight and LTL.

Returning Repeat Delivery Orders

PetFlow’s Repeat Delivery program offers discounted pricing and free shipping when you set up automated regular shipments of pet supplies. These scheduled subscription orders provide maximum convenience, but changes can be made at any time as your needs adjust.

To return specific order in a repeat delivery sequence, simply process during normal 30 day window. Future scheduled shipments will continue normally.

To temporarily halt the repeat sequence, contact Customer Service at least 5 days before next shipment date. Future orders can remain pending for restart later.

To cancel completely, call to have all remaining repeat deliveries removed from system and recurring billing stopped. Refund eligibility will depend timing and condition of most recent shipment.

Adjustments to repeat delivery schedules do not carry fees or penalties. We make it easy to push back dates, swap items, and cancel upcoming shipments as needed for full flexibility.

How to Start a Return

Ready to send something back to PetFlow? Starting the process is quick and easy in just 3 steps:

  1. Contact Our Team
    Email customerservice@hpscanner.netor call 1-800-PETFLOW to notify return request within 30 days of delivery.
  2. Receive Return Labels + Instructions
    PetFlow will email you a pre-paid shipping label to attach to the return box, plus any special item-handling guidance.
  3. Mail Back Item using PetFlow’s provided carrier label and let us handle the rest! No return forms or extra steps required.

Once received at our returns processing facility, your refund will issue to original payment method automatically within 2-3 days. That’s it!

Warranty Policy

PetFlow backs thousands of products with a 100% satisfaction guarantee promise. If you’re not happy with your purchase for any reason, start a return.

In addition to our return policy coverage, many products also carry extended manufacturer warranties covering flaws and defects beyond 30 days. See individual item listings for specific warranty periods provided – typically 90 days to 1 year from purchase.

To start a warranty claim directly with the brand, please have your order receipt ready which outlines important details like order date and purchase price needed for valid requests.


Don’t hesitate to email or call 1-800-PETFLOW with any other return questions.

Our return specialists are available 7 days a week from 7am-7pm EST to guide you through starting a return, locating return labels, checking refund status, and anything else needed to process your exchange or get money back for problem products.

We stand behind each purchase with flexible, hassle-free return options because your satisfaction is extremely important to us at PetFlow. Please reach directly if we can ever help make any experience with an item better!