PetMax Return Policy

We want you and your pet to love every purchase. If something isn't right, here's how returns work.

Return Window

You have 30 days from your purchase date to request a return or exchange. Items must be in their original unopened packaging with all tags attached.

How to Start a Return

1. Log in to your PetMax account
2. Find the order containing the item(s) you'd like to return
3. Click 'Request Return' button and follow the return prompts to submit your request
4. You'll receive a confirmation email once your request is submitted

A customer service representative will review your claim and either approve or deny it. Once approved, you'll receive return instructions via email, including the prepaid return shipping label.

Please send your return within 15 days of approval. Requests not shipped within that window may need to be resubmitted.

Shipping Costs

• PetMax pays return shipping for standard returns and exchanges. In certain circumstances, a restocking or return shipping fee may apply.

Refunds

Once we receive and inspect your return, we'll email you to confirm it arrived and let you know if your refund is approved.

• Approved refunds go back to your original payment method within 1–5 business days
• Original shipping charges are not refunded
• If shipping was free on your order, a restocking fee may apply
• Prefer store credit instead? Our team may waive the restocking fee at their discretion
• If the item has been opened, we're unable to issue a refund. As a courtesy, we may offer store credit for the value of an opened item that is returned to us.

Defective Items

Manufacturer defects happen, and we've got you covered. If our team confirms a defect, we'll:

• Cover return shipping (most cost effective shipping method)
• Replace the item at no extra cost
• Ship the replacement back to you free

Items We Can't Accept Back

For the health and safety of every pet, these items are final sale once they leave our store:

Grooming tools that touch skin, coat, or fluids: we can't verify they haven't been used on an animal, and reselling them could spread skin conditions, parasites, or bacteria between pets:

• Clippers and clipper blades
• Scissors, shears, and trimmers
• Dryers
• Shampoos (open or sealed)

Items that come into contact with a pet's mouth, body, or waste: once they've left a controlled environment, we can't guarantee they're safe for the next pet:

• Open pet food, treats, chews, or rawhide
• Toys and food/water bowls
• Sprays and opened bottles
• Kennels and crates

If you have a quality concern with any of these items, contact us at support@petmax.ca and we'll work with you to make it right.