Refund policy

RETURNS & REFUNDS POLICY Last updated: May 2026

At Comfortable Critters, we want you and your pets to be completely happy with every purchase. If something isn't right, we're here to make it right.

Return Window You have 30 days from the date your item was shipped to initiate a return. Requests submitted after this window cannot be accepted.

Eligibility To be eligible for a return, items must be unused and in their original condition, in the original packaging with all tags and accessories included. All products in our catalog are eligible for return. There are no final-sale exceptions unless explicitly stated in a clearance promotion.

Situations We Cover

Order never arrived: If your order has not arrived within the estimated delivery window and tracking shows no movement, contact us immediately. We will investigate with the carrier and either reship your order or issue a full refund.

Item arrived damaged: If your product arrives damaged, please contact us within 10 days of delivery and include a photo of the damage. We will issue a full refund.

Wrong item received: If we sent the wrong product, contact us and we will arrange return shipping at no cost to you and send the correct item or issue a full refund.

How to Initiate a Return You can start a return using either of the following methods:

• Email: petnivo.co@gmail.com — include your order number and reason for return
• Phone: +1 (262) 995-3936

We typically respond to all inquiries within 24-48 hours.

Refund Method & Timeline Approved refunds are returned to your original payment method. Once your return is received and inspected, your refund will be processed within 5–10 business days. You will receive an email confirmation once the refund has been issued.

Return Shipping For standard returns and for damaged, defective, or incorrect items, the buyer will cover return shipping costs.