Refund policy

Return & Refund Policy

Last updated: 15 October 2026

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it: unused, with any tags attached, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, contact us at info@sophiepetshop.com If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and Issues. Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items. Gift cards cannot be returned. For hygiene reasons, items that have been used by a pet (for example worn collars and harnesses, used bedding or opened grooming products) cannot be returned unless they arrived faulty. Please get in touch if you have questions about a specific item.

Exchanges. We do not offer direct exchanges. If you would like a different item, please return your original order and place a new order once your return has been accepted.

Order Cancellations. Orders can only be cancelled within 15 minutes of being placed. After this window, your order has entered the fulfillment process and can no longer be cancelled.

Refunds. We will notify you once we have received and inspected your return, and let you know if the refund was approved. If approved, you will be automatically refunded to your original payment method within 10 business days. If more than 15 business days have passed since your return was approved, please contact us at info@sophiepetshop.com

Store name: Sophie's Pet Shop
Company name: PET'S AMORE LLC
Company No: 6691648
EIN: 41-3425665
Company Address: 1600 Rockland Road, Wilmington, DE 19803, United States
Email: info@sophiepetshop.com

We aim to respond to your inquiries within 24 hours.

Customer Service Hours
Monday to Friday: 9am to 6pm (EST)
Saturday and Sunday: Closed