Need to Make a Return?

We want you and your pet to love your order! If something isn't quite right, you can return unused items within 30 days of delivery.

Didn't select Checkout+ at checkout? Please follow the step-by-step instructions below for our standard return process.

Returns Portal Access Fee Note: If you selected “Checkout+” at checkout, the associated access fee is non-refundable once your order has shipped. To be eligible for a refund of this fee, a request must be submitted before your order leaves our warehouse. Once shipped, the return coverage is active and cannot be reversed.

Standard Return Process

Step 1: Contact Support
Email us at info@playpetbrands.com with your order number and photo(s) of the product. Let us know your preferred return method:

• Pre-Paid FedEx Label: We will deduct our discounted return shipping rate from your final refund amount. Please let us know if you are using original packaging or your own box (include box dimensions if using your own).
• Your Own Carrier: You may ship using any traceable carrier (USPS, UPS, or FedEx) at your own expense.

Step 2: Pack & Ship
If using our pre-paid label, print and attach it over the original label, then drop off your package at any FedEx location. If using your own carrier, send returns to:

Play Pet Brands
246 Second Street, Unit A
San Francisco, CA 94105

Step 3: Receive Refund
Once received and inspected at our warehouse, your refund will process back to your original payment method within 3–5 business days.

Return Policy & Eligibility

You may return your unused Play Pet Brands product within 30 days of receiving your order.

Please note that original shipping charges are non-refundable and customers are responsible for all return shipping costs. Return shipping costs can vary widely depending on type of item and shipping origin.

Refunds are always issued to a customer in the currency that they used to pay for the order. Keep in mind that currency conversion rates fluctuate, the rate at the time of the payment is often different from the rate at the time of the refund. Play Pet Brands does not assume responsibility for said difference in amount returned due to currency fluctuation.

Play Pet Brands does not accept returns for the following products:

• Used products (We reserve the right to determine whether an item has been used)
• Custom orders
• Products purchased from another source other than our website, www.petplay.com
• Products deemed to be in unsellable condition (We reserve the right to determine whether an item has been washed)
• If it has been 30 days since you received your product, we will not accept a return

Please note that all sale items are final sale and not eligible for return or exchange.

For Returns Due to Manufacturing Defect or Damage During Transit

Please email our Customer Service team at info@playpetbrands.com within 48 hours of receiving your products. In these cases, Play Pet Brands will pay for all shipping charges.

Exchanges and Replacements

Exchanges

For eligible purchases, customers can complete a direct exchange through our Checkout+ return portal to swap an item for an available size or style.

If your order is not eligible for a direct exchange through the returns portal, we are unable to process standard exchanges due to automated inventory and payment security protocols. In this case, please return the original item for a refund and place a new order for the desired size or style. If you have any questions, reach out to info@playpetbrands.com for assistance.

Replacements

To request a product replacement, please email us at info@playpetbrands.com with your proof of purchase and a clear photo of the product so we can verify the issue. Play Pet Brands reserves the right to refuse a replacement request if damage appears to be caused by user error.

Thanks for making Play Pet Brands part of your lifestyle!