Refund & Return Policy
Last updated: May 24, 2026
30days
Return Window
Return eligible items within 30 days of delivery
5–10days
Refund Timeline
Refunds processed within 5–10 business days
100%
Satisfaction Guarantee
If your pet doesn't love it, we'll make it right
Overview
At FetCart.com, we want you and your pet to be completely satisfied with every purchase. If for any reason you are not happy with your order, we offer a straightforward 30-day return policy for eligible items. We stand behind every product we sell and are committed to making the return process as easy as possible.
Eligibility for Returns
To be eligible for a return, the following conditions must be met:
- ✓The item must be returned within 30 days of the original delivery date
- ✓The item must be in its original, unopened condition
- ✓Dry food bags and wet food cases must be sealed and unopened
- ✓Supplies (beds, toys, bowls, carriers, etc.) must be unused and in original packaging
- ✓You must have proof of purchase (order number or receipt)
Non-Refundable Items
The following items are not eligible for return or refund:
- ✕Opened or partially used pet food (dry food, wet food, fresh/frozen)
- ✕Veterinary prescription diet foods once the seal is broken
- ✕Fresh and frozen foods (due to the perishable nature of the product)
- ✕Items marked as "Final Sale" or "Non-Returnable" on the product page
- ✕Personalized or custom-made products
- ✕Digital products or subscriptions
How to Initiate a Return
To start a return, please follow these steps:
- 1Contact our customer support team at returns@fetcart.com or call 1-800-FET-CART within 30 days of receiving your order.
- 2Provide your order number, the item(s) you wish to return, and the reason for the return.
- 3Our team will send you a Return Merchandise Authorization (RMA) number and prepaid return shipping label within 1–2 business days.
- 4Pack the item securely in its original packaging (if available) and attach the return label.
- 5Drop the package off at any authorized shipping location. Keep your tracking number for reference.
Refund Processing
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund via email. If approved:
- →Refunds are processed within 5–10 business days of receiving the return
- →The refund will be issued to your original payment method
- →Credit card refunds may take an additional 3–5 business days to appear on your statement depending on your bank
- →Original shipping charges are non-refundable unless the return is due to our error
- →If you used a promo code, the discount value will not be refunded
Damaged or Incorrect Items
If you received a damaged, defective, or incorrect item, please contact us within 7 days of delivery. We will arrange for a free return and send a replacement item at no additional charge, or issue a full refund including original shipping costs. Please take photos of the damaged item and packaging as these may be required for our quality control process.
Exchanges
We do not currently offer direct exchanges. If you wish to exchange a product, please return the original item following the process above and place a new order for the desired product. If you need assistance, our customer support team is happy to help.
Subscription Orders
For subscription-based fresh food orders, you may cancel or modify your subscription at any time. Cancellations must be made at least 24 hours before your next scheduled delivery to avoid being charged. Refunds for subscription orders follow the same policy as regular orders.
Contact Us
For any questions about our Refund Policy, please reach out to our customer support team:
📞 1-800-FET-CART (Mon–Fri, 9am–6pm EST)
💬 Live chat available on our website during business hours