At The Family Pet, we appreciate your patronage and we are committed to ensuring your 100% satisfaction with everything you purchase from us. If your order arrives damaged, we will offer you a full refund with proof of damage.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. If you need to return / exchange an item, please review our return policy below.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at sayhello@thefamilypet.store. Please note that returns will need to be sent to the following address:
The Family Pet
115 E Route 59
Nanuet NY 10954
attn: Returns
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at sayhello@thefamilypet.store.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Non-Damaged Items Return Policy: To be eligible for a return, items must be in **NEW** condition. Returns are accepted under the following conditions:
- Accepted If Shipped Back to Us Within 2 Business Days:
- Beds & Crates
- Clothing
- Toys
- Cat Furniture
- Leashes & Collars
- Treats
- All Other Items:
- If returned Within 14 Days: Full refund
- If returned Within 15 - 30 Days: Store credit
For either situation (damaged or undamaged orders) please contact us via email or to arrange for your return/ refund. When emailing us, be sure to include your order number in the email subject line.
Please Note: Refunds/ returns after 30 days will not be accepted. Once your return is received, the return process will be completed using the original form of payment or store credit, as applicable.
If you have any questions or need further assistance with your return, please contact our customer service team. Thank you again for your support and understanding!
Thank You for Supporting Family-Owned Businesses!