Effective Date: July 4, 2025
At Litterbox by Petly, your satisfaction is our top priority. We’ve created a clear and fair return and refund policy to give you peace of mind with every purchase.
Return Eligibility
You may request a return or refund within 90 days of delivery.
To be eligible, the item must:
- Be unused and in the same condition you received it
- Be in the original packaging
- Include proof of purchase (e.g., order confirmation email)
How to Request a Return
- Contact our support team at contact@litterboxbypetly.com or through our Contact Us Page.
- Include your order number and the reason for the return.
- We’ll send you detailed return instructions and, if applicable, a prepaid return label.
- Ship the item back within 7 days of receiving instructions.
- Once we receive and inspect the return, we will issue a refund or exchange based on your preference.
Return & Refund Scenarios
| Scenario | Policy |
|---|---|
| Change of Mind | Returns accepted within 90 days. Return shipping at the customer’s expense. |
| Faulty or Damaged Item | Full refund or replacement. We cover the return shipping. |
| Wrong Product Received | Full refund or exchange. Return shipping covered by us. |
| Item Never Arrived | Full refund or reshipment. Contact us after 10 days from expected delivery. |
| Cancellation Before Shipping | Immediate cancellation and full refund. |
| Cancellation After Shipping | Follow return process. Refund issued after item is returned. |
Timeframes
- Return request window: 90 days after delivery
- Exchange request: Within 90 days
- Refund processing time: 3–7 business days after we receive the return
- Cancellation (before shipping): Refund within 48 hours
- Order not received: Contact us after 10 days from the expected delivery date
Refund Method
All refunds are issued to your original payment method (e.g. credit card, PayPal).
You’ll receive a confirmation email once the refund has been processed.
Missing or Delayed Packages
If your package hasn’t arrived within the estimated delivery window:
- Wait at least 5 business days beyond the delivery estimate
- Then contact us at contact@litterboxbypetly.com
- We’ll investigate and either reship the item or issue a full refund
Please notify us within 90 days of the shipping date. Claims made after 90 days will not be eligible for refunds or replacements.
Contact Information
Website Name: Litterbox by Petly
Company Name: Litterbox by Petly
Email: contact@litterboxbypetly.com
Phone Number: +1 (575) 321-3188
Address: 662 NM-52, Truth or Consequences, NM 87901, USA
Contact Form: Click Here
Customer Support:
Monday–Friday: 9:00 am to 5:00 pm (MST)
Saturday–Sunday: Closed
Response Time:
We strive to respond to all inquiries within one business day.