Refund policy
Last Updated: August 14, 2026
At Pet Cozy Co the aim is for every purchase to be worth keeping. If an order does not work out, the return process is short and free of obstacles.
Order Cancellations
An order can be canceled within 24 hours of being placed by writing to info@petcozyco.com with the order number included. After that window cancellation may not be possible, as the order may already be in processing. Once an order has been dispatched it can no longer be canceled, although the item may be returned after delivery under the terms below.
30 Day Easy Returns
There are 30 days from the day an order is received to return an item. To be eligible, items must be:
- Unused
- In their original condition
- Returned with original packaging, tags, and accessories
Our support team assists throughout. Restocking fee: $0. We do not charge one.
Return Policy Overview
- Returns: Yes, we accept returns for defective and non-defective products
- Return Window: 30 days from the day the order is received
- Condition: unused and in original condition with all packaging, tags, and accessories
- Easy Returns: our support team guides the process
- Restocking Fee: none
Return Costs
Defective or Incorrect Products. There is no cost to the customer where the product is incorrect, arrives damaged by the carrier, or is defective in any way.
Change of Mind. Where the wrong item was ordered, the item does not fit, or it is simply no longer wanted, the customer covers the actual return shipping cost. Original shipping costs are not refundable.
How to Return an Item
- Contact Us. E-mail info@petcozyco.com with the order number and the reason for the return.
- Pack the Item. Repack it securely in its original packaging with all accessories, tags, and documents.
- Send It Back. Ship the return using the instructions in the return authorization e-mail. The carrier or method recommended in that e-mail may be used.
Refund Process
Inspection. Once the return arrives it is inspected against the criteria above.
Refund Timing. After approval the refund is processed. Please allow up to 7 business days for it to reach the original payment method, depending on the bank or payment provider.
Exchanges
Yes, we accept exchanges. To exchange an item for a different size, color, or product, write to info@petcozyco.com and it will be arranged quickly.
Order Not Delivered
If an order has not arrived within the expected delivery window, contact info@petcozyco.com with the order number. We will investigate with the carrier. Where a parcel is confirmed lost, a full refund is issued to the original payment method or a replacement is sent at no additional cost.
Non-Returnable Items
For hygiene and safety reasons some items cannot be returned. These are clearly marked as non-returnable on their product pages.
Changes to This Policy
We reserve the right to update this Return and Refund Policy at any time. Changes appear on this page with a revised Last Updated date. Reviewing this page from time to time is encouraged. Continued use of the website after a change constitutes acceptance of the updated policy.
Questions?
Visit our FAQ page or contact our customer service team for assistance.
Contact Information
Store Name: Pet Cozy Co
Store Address: 3947 Dalewood St, Pittsburgh Pennsylvania 15227, United States
Store Email: info@petcozyco.com
Store Phone: +14126741050
Customer Service Hours: Monday to Friday: 9:00 AM – 5:00 PM (EST)
We do our best to reply to your e-mail within 1–2 business days.