Refund policy

Return & Refund Policy

Last updated: 12/16/25

At Urban Pet Calm, we work with trusted third-party brands and suppliers through Shopify Collective to bring you premium pet wellness products. Because each product is fulfilled and shipped directly by our partner brands, return and refund requests are handled in accordance with the policies of the original supplier.

All Sales Are Final Unless Otherwise Stated

Unless explicitly stated on the product page, all sales are final. We do not accept returns, exchanges, or cancellations for reasons such as change of mind, incorrect selection, or sizing issues.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, you must contact us within 7 days of delivery by emailing support@urbanpetcalm.com and include:

  • Your order number
  • Clear photos of the item and packaging
  • A brief description of the issue

We will review the request and coordinate directly with the supplier. If the supplier approves the claim, a replacement or refund may be issued at the supplier’s discretion.

Supplier-Controlled Fulfillment & Returns

Because all products are fulfilled by independent suppliers:

  • We do not hold inventory
  • We do not process returns ourselves
  • We cannot guarantee refunds or replacements
  • Any approved resolution is subject to the supplier’s return and refund policy

Some suppliers may require items to be returned directly to them, while others may offer replacements or store credit instead. Instructions, if applicable, will be provided after your claim is reviewed.

Non-Returnable Items

The following items are not eligible for return or refund:

  • Opened or used consumables (treats, supplements, grooming products)
  • Perishable items
  • Clearance or final sale items
  • Gift cards

Shipping Costs

Original shipping costs are non-refundable. Return shipping, if required, is the responsibility of the customer unless otherwise stated by the supplier.

Refund Timing

If a refund is approved, it will be issued to the original payment method once the supplier confirms approval. Processing times vary by supplier and payment provider.

Chargebacks & Disputes

We encourage customers to contact us directly before filing a chargeback. Unauthorized chargebacks may result in the loss of future purchasing privileges.

Policy Updates

This policy may be updated at any time without prior notice. The version in effect at the time of purchase applies to that order.