Our return policy is simple. If you are not 100% satisfied with your pet supplies, you can return any unused product in the original packaging within 30 days from the date of purchase. Original shipping charges are non-refundable. If we made a mistake or the item arrived defective, please do not attempt to return the items. Please contact us at 1-888-373-8686 or email contact@petmountain.com and we'll make things right.
How to Submit a Return
1. Log in to your account - Submit a Return Request
a. In the Email field, enter your email address, and then click Continue.
b. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
c. Go back to the online store, and then enter a six-digit verification code.
2. Click the order that you want to submit the return for.
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note for the store.
5. Click on Request Return. If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund.
Refund Policy
You can expect a refund within 1 week of receiving your return. A refund confirmation email will be sent detailing your refund after your return has been processed by the returns department.
Exchange Policy
We do not have an exchange policy at this time. Simply return the unused product within 30 days of purchase for a refund of the price paid for your product. Then place a new order for the new item you want to purchase. If you have a style or color request, please call 1-888-373-8686 or email contact@petmountain.com before ordering so we can check our inventory for you.
Store Credit
We do not offer store credit on returned items. A refund will be processed back to the original payment method at the time of purchase.
Defective or Damaged Items
You are 100% protected from damage in transit and manufacturer defects when shopping with PetMountain.com. Please call 1-888-373-8686 or email contact@petmountain.com immediately so we can remedy the situation for you. Please do not ship products back to us before contacting us.
Manufacturer Warranty
All of our brands are authentic and brand new. We stock 200+ brands that include applicable manufacturer's warranty. Please contact the manufacturer directly for product warranty assistance.
