Return and Refund


  • You have 30 calendar days to return an item from the date you received it.
  • Please be considerate when placing your order to choose the correct size, color, etc. of your product to avoid any returns or exchanges.
  • To be eligible for a return, your item must be unused and in the same condition that you received it.
  • Your item must be in the original packaging.
  • Your item needs to have a receipt or proof of purchase.
  • Cannot accept returns via rejected or refused packages, abandoned packages, and packages returned outside the designated return process (Please see above for designated return process)


Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you of the status of your refund after inspecting the item.

What you need to provide:

  1. Photos/videos of the damaged item. Please send us the materials to prove the damage.
  2. (Optional) Tracking the number of the item. If we ask for a return of the item, you need to send the tracking number to prove that you returned it.

How to request a refund:

  1. Contact our customer care at the support address in the website, either by email or live chat.
  2. Send photos/videos of the damaged product and screenshots of the dispute.

Please note that:

The money will be refunded to the original payment channel (PayPal or credit card). Or it will be refunded to your account balance.

We recommend refunding the money to the balance for faster processing. You can use the balance to pay for new orders or withdraw at any time you want.

Cases that we make refunds:

1. Damaged Products

If the arrived product is damaged, We offer a full refund or replacement.

2. Incorrect or Missing Products

Petintegrity has a strict quality control standard. We will check every product before delivery. If any of the following circumstances exist, we offer a full refund or replacement:

  • Incorrect product
  • Product with the wrong color, size, etc
  • Product with a missing component

Please note that:

You don’t need to return the incorrect product. We will refund or resend the right one to you.

If you have any questions about size, please provide photos of the measurement. Make sure that you measure the item in the correct method. You can send the result to our customer service and we will deal with it asap.

3. Products Out of Stock

We offer a full refund if the product is out of stock. We will notify you and make the refund or replacement.

4. Products Unable to Ship

We offer a full refund if the product cannot be shipped. Due to the limited transportation, some products do not have proper shipping options. We will notify you in time and make the refund.

5. Delayed Orders

We offer a full refund if the order delays. It will be counted from the date that the package leaves our warehouse.

  • In normal circumstances, more than 30 days.
  • In the busy season, more than 40 days, such as Black Friday, Cyber Monday, Christmas, etc.
  • In unforeseen circumstances, such as epidemics etc, the date will be different. Please pay attention to our notification email and message.

Please note that:

  1. For orders shipped to the USA, European countries, New Zealand, Canada, we will refund if the total shipping time is more than 30 days.
  2. For orders shipped to South America, Middle East, India, Africa, we will refund if the total shipping time is more than 60 days.
  3. Order delay caused by delivery pending, such as an insufficient address, package unclaimed, inability to contact the customer, etc, we will not refund you.
6. Cancel Orders

We offer a full refund if the order cancels before the product is shipped. But we will not offer a refund if the following circumstances exist:

  • POD order. We will not refund you for the product is customized.
7. Missing Packages

We offers a full refund if the package is missing during the delivery.

8. Other Conditions

We offer a warranty for all products. The warranty period is 30 days from the day of receipt of the product. After 30 days, we don’t support refunds.


We do not suggest you return products. Because the shipping cost is high and sometimes higher than the product value. Also, it takes months to deliver the package, which will affect the processing time.

If you urge to return the product, please pay attention to the following aspects:

  • You need to return the product within 15 days after receiving it.
  • The product is in good condition and does not affect secondary sales.
  • We encourage you to check the products well before making a decision, otherwise, you will pay the shipping cost.

If you’ve returned the product, please send the tracking number to our customer service.

We always make an effort to provide the best service. If you have any other questions, please feel free to contact us at

If your return is approved, we will initiate a refund to your credit card (or original method of payment).

You will receive the credit within a certain amount of days, depending on your card issuer’s policies.


You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non­refundable.

If you receive a refund, the cost of return shipping will be deducted from your refund.

Contact Us

If you have any questions on how to return your item to us, please contact us at

Cases that we do not make refunds:

1. Order Delivered and package is not claimed

We will not offer a refund or resend if the tracking info shows ‘order has been delivered but the package is not claimed. it will be returned to our warehouse. We will stock the package in your account and will not refund you.’

2. Tracking Information Alert

We will not offer a refund or resend if the tracking info alerts. The following reasons may cause the alert:

  • Incorrect/insufficient Address
  • Refused Package
  • Customs Clearance
  • Non-Existing Number
  • Unknown Recipient