Return & Refund

Process of Refund and Return & Exchange Instructions

1. Please contact Customer Service: service@petmarvel.com. indicating the item(s) you would like to return and the reason.

2. After receiving return instructions from us, please package up the item(s) to be returned with the original packing.

3. Drop off your package at the local post office or other express company.

4. Most returns are processed within 5 business days after we receive your package. We'll issue the refund to your payment account in advance. Once your refund has been issued, you will receive a confirmation email.

5. If you bought our product from other channels, please tell us the following information: ① your country; ② purchase channel (such as Amazon, physical store, etc.) ③ order number (if exists). This information will help us provide you with the most tailored and efficient service.

How do I request a return of replacement?

Our return policy is simple and worry-free. If you’re not 100% satisfied with your product, you can return them within 30days of purchase. If you would like to request a return or replacement, please contact service@petmarvel.com (Reply within 24 hours) with your order number, your products current status and the reason why you would like to return them.

If your order is outside of 30 days but you have an issue with your order and are within our 365 day warranty period, feel free to reach out to us at service@petmarvel.com (Reply within 24 hours)

What kind of products can be qualify for returns?

All of our products are qualify for returns within 30 days of purchase. Please keep the products unused, accessories, the original product packaging as received, file a return request through email, then ship your products back to our warehouse.

After your return package is received by us, we will assess and if there aren't any problem, your refund will be granted and the money will be back to your account in due time.

Where the package shoud be shipped to?

Please send us a return request through email: service@petmarvel.com ( Reply within 24 hours), A U.S address will be provided if the request is granted.

What is the status of my refund?

Depending on your banking institution, your refund will be credited back to your original payment method(s) in 3 to 5 business days.

How will I get my refund? How long does it take?

After we received your package, we will finish the assessment within 3 business days.

If the initial assessment is approve, 100% of your money will be back to your original payment account within the next 3 business day. Time of the return may differ from bank to bank.

If a further evaluation is needed, we will then evaluate your refund request on a case-by-case basis, a deduction may withdraw from your refund if such case. Please note that NOT ALL further evaluation needed refund request will appear deduction on your account.

What can I do if I didn't receive my refund?

Once your refund request is granted by us, your money will withdraw from our account and wait for bank or other third party payment method(e.g. Paypal) to process. Normally, your money will be back to your account within 3 business day, please get in touch with your bank or a third party payment supplier for further assist.

Do I need to pay for return shipping fee if I didn't receive what I purchase?

If the responsibility lies in your part, for example, not satisfied with your product, no longer needed, seek maintenance after warranty and etc... You will need to pay the return shipping fee.

If the responsibility lies in our part, for example, wrong package, broken package and etc.. A pre-pay shipping label will be send to your account, so You DO NOT need to pay any shipping fee. Simply print the label and hand your package to designated fulfillment supplier.

What is your warranty?

Our product are 100% tested before leaving the factory so we offer a 1 year warranty on our products. If your products are damaged within a year of purchase, whether it is hardware pieces or software problem, we’ll replace or repair them free of charge. Email us at service@petmarvel.com if you have any questions. We do not accept returns or exchange for human-made damage or pet-made damage. However, if the product you received is incorrect or breaks in any way, we will gladly exchange it to the correct one or provide you a refund on a case-by-case basis.