Refund policy
Return & Refund Policy
Last updated: September 3, 2026
Thank you for shopping at Creature Comforts (petperch.us). We want you and your pets to be completely satisfied with your purchase. Please read our return and refund policy carefully.
1. Returns
We accept returns within 30 days of the delivery date. To be eligible for a return, your item must be:
- Unused and in the same condition that you received it
- In the original packaging
- Accompanied by proof of purchase
To initiate a return, please contact us at support@petperch.us with your order number and reason for return. We will respond within 1–2 business days with return instructions.
2. Non-Returnable Items
The following items are not eligible for return:
- Perishable goods (e.g., pet food, treats)
- Items marked as final sale
- Personalized or custom-made products
- Items that have been used, washed, or altered
3. Damaged or Defective Items
If your item arrives damaged or defective, please contact us within 7 days of delivery at support@petperch.us. Include your order number and photos of the damage. We will arrange a replacement or full refund at no cost to you.
4. Wrong Item Received
If you received the wrong item, contact us immediately at support@petperch.us and we will make it right with a replacement or refund.
5. Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 5–10 business days.
Please note that original shipping costs are non-refundable unless the return is due to our error.
6. Late or Missing Refunds
If you haven't received your refund within 10 business days, please:
- Check your bank account again
- Contact your credit card company — it may take time before your refund is officially posted
- Contact your bank
If you've done all of the above and still haven't received your refund, please reach out at support@petperch.us.
7. Exchanges
We only replace items if they are defective or damaged. To request an exchange, email support@petperch.us with your order details.
8. Return Shipping
Customers are responsible for return shipping costs unless the return is due to a defective or incorrect item. We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.
9. Contact Us
For any questions about your return or refund, please contact our support team at support@petperch.us. We're happy to help!