Refund policy
At Petvara, we want you to receive the correct product in good condition. Please review the policy below before requesting a refund, replacement, or return.
30-Day Issue Window
If your order arrives damaged, defective, incorrect, or incomplete, please contact us within 30 days of delivery at support@shoppetvara.com.
Include:
- your order number
- a brief description of the issue
- clear photos or video showing the problem, where applicable
Requests submitted after the 30-day window may not be eligible for a refund or replacement.
Damaged, Defective, or Incorrect Items
If an item arrives damaged, defective, or different from what you ordered, contact us before returning anything.
After reviewing the issue, we may offer:
- a replacement
- a full or partial refund
- another appropriate resolution
Where the issue was caused by an incorrect, damaged, or defective shipment, you will not be responsible for approved return shipping costs.
Missing Items
If part of your order is missing, contact us at support@shoppetvara.com with your order number and details of the missing item.
Please note that some orders may arrive in separate shipments. We will first check the available tracking information before confirming a missing item claim.
Undelivered Orders
If tracking shows that your order has not arrived within the expected delivery window, contact us so we can review the shipment.
Where appropriate, we may investigate the shipment with the carrier or fulfilment partner before issuing a replacement or refund.
Orders shown as delivered by the carrier may require additional review. Please check around the delivery location and with household members or neighbours before contacting us.
Change-of-Mind Returns
We do not accept change-of-mind returns after an order has shipped.
If you wish to cancel or change an order before shipment, contact us as soon as possible at support@shoppetvara.com. We cannot guarantee that changes or cancellations will be possible once order processing has begun.
Returns
Do not send any item back without contacting us first.
If a return is approved, we will provide return instructions. Items returned without prior approval may not be accepted or refunded.
Where a return is approved for a reason that is not caused by an incorrect, damaged, or defective shipment, the customer may be responsible for return shipping costs.
Refunds
Approved refunds will be issued to the original payment method.
Once a refund is processed, please allow 5 to 10 business days for it to appear in your account, depending on your bank or payment provider.
Original shipping charges, where applicable, are non-refundable unless the order arrived damaged, defective, or incorrect.
Contact Us
For refund, replacement, or order issue requests, contact:
Email: support@shoppetvara.com
Business: Petvara
Location: Ontario, Canada