Refund policy
Last updated: October 17, 2026
1. 30-day returns
You can return most items within 30 days of delivery. Items must be unused, in original condition and packaging, with all tags and accessories, and with your order number.
2. Items we can't accept
- Used items, or items damaged after delivery (including by pets).
- Opened grooming or personal-care products (brushes, nail clippers, paw cleaners) for hygiene reasons.
- Gift cards and items marked "Final Sale".
These exclusions don't apply if the item arrives damaged, defective or wrong.
3. Damaged, defective or wrong items
Email us within 7 days of delivery with your order number and photos. We'll send a free replacement or a full refund, including shipping, and we pay for any return.
4. How to return
- Email info@shoppurelypets.com with your order number, the item and the reason.
- We reply within 1 business day with your return authorization.
- Ship the item with tracking to: 30 N Gould St, STE R Sheridan, WY 82801 United States. Returns sent without authorization may not be accepted.
5. Return shipping costs
- Change of mind: you pay return shipping.
- Damaged, defective or wrong item: we pay (prepaid label).
- We don't charge a restocking fee.
6. Refunds
We inspect returns within 3 business days of receiving them. Approved refunds are issued within 5–10 business days to your original payment method; your bank may take a few more days. Original shipping charges (if you paid any) are refunded only when the return is our error.
7. Exchanges
Want a different size or color? Email us. We'll send the new item once the original is on its way back, subject to stock.
8. Cancellations
You can cancel for a full refund until your order ships. Email us as soon as possible with your order number.
9. Contact
Purely Pet, doing business as Purely Pets · info@shoppurelypets.com · +1 231-370-7977 · Monday–Friday, 9:00 AM–5:00 PM MT