Refund policy

Last updated: September 29, 2026

At Ideal Pet Warehouse Ltd, we want you to be happy with your order. If something isn't right, you can return it under the terms below.

Return Window

You can request a return within 30 days from the date of delivery.

Return Conditions

To be eligible for a return, the item must be:

  • Unused and in the same condition that you received it
  • In its original packaging
  • Accompanied by proof of purchase (order number, order confirmation or receipt)

How to Start a Return

  1. Contact us at support@idealpetwarehouse.us or +1 212-860-2543 within 30 days of delivery and include your order number.
  2. We will confirm your return and email you the return instructions and a prepaid return shipping label.
  3. Pack the item securely in its original packaging and send it back by mail using the label we provide.

Returns are accepted by mail only. Please wait for our confirmation before sending an item back.

Return Address

Ideal Pet Warehouse Ltd
356 E 116th St
New York, NY 10029
United States

Return Shipping Costs

  • Returns are free. We cover the return shipping cost for all eligible returns.
  • There is no restocking fee.

Refunds

Once we receive and inspect your return, we will email you to confirm whether your refund is approved.

Approved refunds are processed within 5 business days to your original payment method. Your bank or card provider may take additional time to post the refund to your account.

Return shipping is free for eligible returns, so no return shipping cost is deducted from your refund. Original shipping charges are not refundable, except when the item arrived damaged, defective or incorrect — then we refund the original shipping charge as well.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective or incorrect, contact us within 30 days of delivery with your order number and a photo of the item. We will send a replacement or issue a full refund to your original payment method, at no extra cost to you.

Exchanges

We replace items that arrive defective, damaged or incorrect. For any other change (for example, a different product), please return the eligible item for a refund and place a new order.

Order Cancellations

You can cancel an order free of charge before it ships by contacting us. Cancelled orders are refunded in full to your original payment method. Once an order has shipped, it can be returned under this policy.

Non-Returnable Items

  • Items that have been used or damaged after delivery (not due to our error)
  • Items that are not in their original condition or packaging

Late or Missing Refunds

If you haven't received an approved refund after 5 business days, please check with your bank or card provider first, then contact us and we will help.

Contact Us

If you have any questions about returns or refunds, please contact us: