Return & Refund Policy

This Return & Refund Policy applies to purchases from PETFLAZ, an online pet store operated by TINY PEARL LLC (2523 W Jetton Ave, Tampa, FL 33629, USA).

100% Satisfaction Guarantee

At PETFLAZ, we want you and your pets to be completely satisfied with your purchase. If you or your furry friend are not happy with your order, we are here to help.

Return Timeframe

You have 30 days from the date of delivery to initiate a return for an eligible item.

Return Conditions

To be eligible for a return, the item must meet the following conditions:

• Toys and Supplies: Must be in new, unused condition, with all original tags and packaging intact.
• Pet Food and Treats: Unopened bags can be returned for a full refund. We also accept returns of opened dry dog or cat food if the bag is at least 80% full, as we understand pets can be picky!
• Prescription Medications: Due to legal restrictions, we cannot accept returns on any prescription medications once they have been dispensed, even if they are unopened.

How to Initiate a Return

To start a return, please follow these steps:

1. Visit our Contact Us page or email us at support@petflaz.com.
2. Provide your order number and the reason for your return.
3. Our customer service team will review your request and provide you with a Return Merchandise Authorization (RMA) number and a prepaid return shipping label via email.
4. Securely package the item(s) and attach the provided return label.
5. Drop the package off at the designated carrier location.

Where to Send Returns

Please do not ship items back before you receive an RMA number — returns without one cannot be processed. Once approved, your prepaid label will route the package to the correct regional fulfillment warehouse:

• Canada returns warehouse: 998 Bellevue Rd, Parksville, BC V9P 2C2, Canada.
• Australia returns warehouse: 21 Kingsthorpe Haden Rd, Kingsthorpe, Queensland 4400, Australia.

These are fulfillment warehouses only (not retail stores). Returns are handled by TINY PEARL LLC, 2523 W Jetton Ave, Tampa, FL 33629, USA.

Return Shipping Costs

Defective or Incorrect Items: If you received a defective, damaged, or incorrect item, PETFLAZ will cover the full cost of return shipping. We will provide a free prepaid return label.

Customer Remorse / Change of Mind: If you are returning an item because you changed your mind or ordered the wrong size, we will provide a prepaid return label, but a flat $5.99 return shipping fee will be deducted from your final refund amount.

Refund Processing

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment.

Please allow 5 to 7 business days for the refund to reflect on your bank or credit card statement, depending on your financial institution’s processing time.

Exchanges

We do not offer direct exchanges at this time. If you need a different size or product, please return the original item for a refund and place a new order for the desired item.