Effective Date: 12 June 2026
Welcome to Pet Club Astoria. This Return & Refund Policy explains the conditions under which returns, refunds, and exchanges may be requested.
By placing an order through our website, you agree to the terms outlined below.
1. Return Eligibility
We offer a 30-day return window from the date of delivery.
To be eligible for a return, items must:
- Be unused and in their original condition
- Be free from damage caused after delivery
- Be returned with original packaging, tags, and accessories where applicable
- Be accompanied by proof of purchase or order information
Returns that do not meet these requirements may not be eligible for a refund.
2. Return Window
- Return requests must be submitted within 30 days of delivery
- Requests received after the return period may not be accepted
3. How to Initiate a Return
To request a return, please contact us at:
Email: support@petclubastoria.com
Please include:
- Your order number
- Product name
- Reason for the return
- Photographs if the item is damaged, defective, or incorrect
Once your request has been reviewed, return instructions will be provided where applicable.
Please do not return items without prior authorization.
4. Return Shipping Costs
Damaged, Defective, or Incorrect Items
If an item arrives damaged, defective, or different from the item ordered, return shipping costs may be covered after review and approval of the request.
Change of Mind Returns
For returns requested for reasons other than damage, defects, or order errors, customers are responsible for return shipping costs.
5. Restocking Fees
Pet Club Astoria does not charge a restocking fee.
No handling fees or restoration fees are charged for approved returns.
6. Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery.
If you receive:
- A damaged item
- A defective item
- An incorrect item
Please contact us as soon as possible and provide photographs where applicable.
We will review the information provided and determine the appropriate next steps.
7. Exchanges
We currently do not offer direct exchanges.
If you would like a different item, size, or variation, please return the original item (if eligible under this policy) and place a new order separately.
8. Refund Process
Once a returned item has been received and reviewed:
- The return will be inspected
- Eligibility for refund will be determined
- Customers will be notified regarding the outcome
Approved refunds will be issued to the original payment method used during purchase.
9. Refund Processing Time
Approved refunds are generally processed within 10 business days after the returned item has been received and reviewed.
Processing times may vary depending on:
- Financial institutions
- Credit card providers
- Payment processors
10. Non-Returnable Items
The following items may not be eligible for return or refund:
- Used pet beds
- Pet beds showing signs of wear, stains, odors, pet hair, damage, or washing
- Used pet harnesses
- Pet harnesses returned damaged, altered, or not in their original condition
- Used pet toys
- Pet toys showing signs of chewing, damage, or excessive wear
- Used feeding accessories
- Used travel accessories
- Personalized or customized products
- Items returned without required components or accessories
- Products damaged after delivery due to misuse
- Items returned outside the return window
Unused items that meet all return eligibility requirements may qualify for return in accordance with this policy.
11. Order Cancellations
- Orders may only be cancelled before processing begins
- Once an order has entered processing or has been shipped, cancellation may no longer be possible
12. Late or Missing Refunds
If you have not received an expected refund:
- Check your bank account again
- Contact your credit card provider
- Contact your payment provider
Processing times may vary between financial institutions.
If further assistance is required, please contact us.
13. Contact Information
Business Name: Pet Club Astoria
Business Address:
30-28 Steinway St
Astoria, NY 11103
United States
Business Phone: +1 718 278 6921
Business Email: support@petclubastoria.com
Customer Service Hours:
Monday – Friday
9:00 AM – 5:00 PM (EST)
Order Cut-Off Time:
5:00 PM (EST)
IMPORTANT NOTICE
- Return authorization may be required before items are returned
- Customers should retain proof of shipment when returning products
- Refund eligibility is subject to inspection of returned items
- Processing times may vary depending on payment providers and financial institutions