Delivery
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Use the order-tracking service below to follow a shipment when tracking information is available.
Delivery & Returns
PetNF customer care
Delivery & Returns
Clear shipping information and a straightforward support process when an eligible order arrives defective, incorrect, or damaged in transit.
Free shippingPetNF currently provides free shipping.
30 daysContact us within 30 days after delivery for an eligible return or exchange.
2-3 business daysOur team responds after reviewing your email and supporting details.
Policy overview
Know what to expect before you contact us.
PetNF is committed to a clear shopping and support experience. Please review the policy below before returning any item.
Returns & exchanges
Contact us before sending anything back.
Eligible requests are limited to a defective product, a different product received, or damage caused during delivery.
Email info@petnf.com within 30 days after delivery. After review, we will provide instructions for a full refund or exchange.
Eligibility
When a return or exchange can be accepted.
Returns and exchanges are accepted and free only under the eligible situations listed below.
Eligible situations
- The product is defective.
- You received a different product.
- The product was damaged during delivery.
- You contact PetNF within 30 days after delivery.
Returns or exchanges are not accepted when
- More than 30 days have passed since delivery.
- The product has been used.
- Product tags have been removed.
- The customer has washed, cleaned, repaired, or otherwise altered the product.
- The product became dirty or developed an odor after arrival.
- The item is sent back without first contacting PetNF and receiving instructions.
Return or exchange procedure
Four steps to help us resolve your request.
Do not ship the product until the PetNF team has reviewed your request and provided instructions.
1
Email PetNF
Contact info@petnf.com within 30 days after delivery.
2
Explain the request
Include the order information, your reason for the return or exchange, and as much detail as possible.
3
Add evidence
For a defective or damaged product, attach clear photos showing the issue.
4
Wait for instructions
After reviewing the email, our team will respond within 2-3 business days.
Prepare your request
More detail helps our team respond faster.
Include the information that applies to your order so the support team can identify the product and understand the issue.
- Order number and purchase information
- Product name or product number
- Phone number and preferred contact details
- Reason for the return or exchange
- Clear photos of any defect or delivery damage
Common questions
Before you send a package.
Can I return a product without contacting PetNF first?
No. An unannounced return may not be accepted or refunded. Email us first and wait for return instructions.
How quickly will PetNF answer my request?
After confirming the information in your email, our team will respond within 2-3 business days.
What should I do if the item is defective or damaged?
Contact us within 30 days after delivery and attach clear photos that show the defect or delivery damage.
Need help?
Tell us what happened and include your order details.
Email info@petnf.com to begin an eligible return or exchange request.
PetNF product testing
Help shape what PetNF builds next.
Selected U.S. pet families may be invited to test upcoming hydration and warming products and share honest, real-life feedback.
- Real pet routines
- Hydration and warmth
- Honest feedback
Apply to test products
Applications are reviewed by project. Participation is not guaranteed.