At THE PETIVO, your satisfaction matters to us. We stand behind the quality of every product we offer. If something goes wrong with your order, we're here to make it right.
Eligibility for Refunds or Replacements
We offer refunds or replacements for the following verified issues:
- Damaged or defective items
- Incorrect items received
- Missing items from your order
- Delivery failure or lost packages
How to File a Claim
Damaged or Defective Items
- Report the issue within 15 days of delivery
- Submit clear photo or video evidence showing the defect or damage
Incorrect or Missing Items
- Provide photos of the item received, the packaging, and the shipping label
Lost or Delayed Orders
- If tracking shows no delivery after the expected shipping window, contact us and we will investigate and issue a refund or replacement as applicable
Do I Need to Return the Item?
In most cases, physical returns are not required. You may keep the item while we review your claim. This is especially common for items shipped internationally.
Refund Processing
Refunds are issued only after the issue has been verified and confirmed. Once approved, refunds will be credited to your original payment method within 5–10 business days, depending on your bank or payment provider.
Contact Us
To submit a return or refund claim, or for any urgent issues, please use our Contact Us form. Include your order number and any supporting photos or videos. We aim to respond within 1–2 business days.