90 Days — Non-Prescription
Unopened non-prescription products — including food — can be returned within 90 days of receipt for a full refund. Not the right fit? We'll help find a different solution.
90-Day Easy Returns
Didn't work out? We'll make it right.
Non-prescription products — including food — can be returned within 90 days for a full refund, or we'll help you find a different solution. Prescription medications qualify for prorated refunds up to 30 days after ship. Damage or wrong item? We resolve within 72 hours.
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Non-prescription window
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Damage resolution
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Prorated Rx refunds
Prepaid USPS labels emailed in seconds.
No printer? We'll mail you one.Return Eligibility Checker
Four quick questions. We'll tell you instantly whether your order is eligible — and exactly what to do next.
Step 1 of 4 — What type of product is it?
Step 2 of 4 — When did you receive your order?
Step 3 of 4 — What's the condition of the product?
Step 4 of 4 — Why are you returning it?
Eligible for Return
Great — your order is eligible for a full refund.
Start your return from your PetMeds account, or call us at 1-800-738-6337 and we'll email you a prepaid USPS return label. Refunds process within 3–5 business days of us receiving the item.
The Life of a Return
Click any return to see which system owns it right now.
OMS · Return state
SFSC · Case management
Iterable · Transactional
Middleware · Label routing
PIM · SKU reconcile
return.record.json
// Return · RTN-48210-01 · shape mirrors the OMS exception record { "return_id": "RTN-48210-01", "order_id": "PM-24816", "customer_id": "cust_8k2n9", "status": "in_transit", "stage": 4, "reason": "wrong_size", "condition": "unopened", "eligibility": "confirmed", "policy_window": "90_day_otc", "label_number": "9400111899223197428490", "refund_amount": null, "prorated": false, "sfsc_case_id": "CS-88214", "owned_by": ["OMS", "SFSC", "Middleware", "Iterable"] }
The Policy in Plain English
Three Windows. One Promise.
No legal jargon. No fine print games. Here's how returns actually work at PetMeds.
Prorated — Prescription
Prescription medications can't be returned to inventory per federal law, but we offer prorated refunds up to 30 days after your order ships. Call us and we'll walk you through it.
72 Hours — Damage or Error
If anything arrived missing, damaged, or incorrect, let us know within 72 hours of delivery. We'll refund or exchange at no cost — and you don't need to send the item back.
How It Works
Four Steps From Request to Refund
Most returns take under 10 minutes of your time. Here's the whole flow.
Start the Return
Log into your PetMeds account and open Order History. Click Return next to any eligible order — or call us and we'll do it for you.
Print Your Label
We email you a prepaid USPS label within seconds. Don't have a printer? We'll mail you one — no charge, no hassle.
Ship It Back
Pack the item in its original packaging and drop it at any USPS location. You'll get tracking updates the whole way back.
Get Your Refund
Once we receive the item, we process your refund within 3–5 business days. Your bank posts it 2–3 days after that.
What Happens Behind the Scenes
Step-by-Step Timeline
From the moment you click Return, here's exactly where your order is in the process.
Return Requested
You clicked Return in your account, or called us and we initiated it for you. OMS opens the return record and validates eligibility.
Label Emailed
A prepaid USPS return label arrives in your inbox with a printable PDF and a QR code option. Iterable fires the message the moment OMS confirms eligibility.
In Transit Back to Us
Your package is on its way to our Delray Beach returns facility. Middleware tracks it with the same number printed on your label.
Received & Inspected
Our team checks the item against your order. SKU reconciles back to PIM. If everything checks out, we move straight to refund.
Refund Issued
Your refund goes back to the original payment method. SFSC closes the case and Iterable fires the confirmation email the moment we issue it.
Special Cases
Returns That Work a Little Differently
Six situations that don't follow the standard flow — and exactly what to do in each.
Prescription Medications
Federal law prohibits returning Rx medications to inventory. But we offer prorated refunds up to 30 days after ship — call 1-800-738-6337 and we'll walk you through it. That policy is genuinely rare in pet pharmacy.
Vaccines, Refrigerated, Compounded, Drop-Ship
These categories can't be returned once they've shipped — cold-chain integrity, custom compounding, and third-party fulfillment make returns impractical. If there's an issue, call us and we'll resolve it directly.
Damaged in Transit
Reported within 72 hours of delivery, we'll ship a replacement at no charge and you don't need to send the damaged item back. We file a carrier report and open an SFSC case.
Adverse Reactions
If your pet had a reaction to a medication, call your vet first, then call us. We report all adverse events to the manufacturer and the FDA, and we'll work with your vet to switch to a different product.
AutoShip Orders
AutoShip returns work exactly like one-time orders — same 90-day window, same free label. But if you want to change the AutoShip itself, do that from your account instead.
Past 90 Days — Case-by-Case
If you're a little past the window, call us and we'll take a look. We can often offer merchandise credit for first-time returns or loyal customers. We're not strict about a few extra days.
Common Questions
Returns & Refunds FAQ
The questions pet parents ask most about returns.
We process refunds within 3–5 business days of receiving your return at our Delray Beach facility. Once issued, your bank typically posts the refund to your account within another 2–3 business days. You'll get an email the moment we issue it — and you can track the status in your PetMeds account.
Yes — for a prorated refund. Prescription medications can't be put back into inventory per federal regulation, but PetMeds offers prorated refunds up to 30 days after your order ships. That's a customer-satisfaction policy, not a return-to-stock. Call 1-800-738-6337 and we'll process it in a single call.
For unopened non-prescription products, yes — we need the original packaging and the item must still be sealed. If your packaging was damaged in transit, just note that when you start the return and we'll work with you — that's a 72-hour resolution case, not a standard return.
Two options. Your return email includes a QR code that USPS can scan at the counter — no printing required. Or call us at 1-800-738-6337 and we'll mail you a physical prepaid label. Either way, you're covered at no charge.
We don't process formal exchanges, but the process is easy: start the return, place a new order for the item you want, and we'll refund the original once we receive it. We'll also help you find a different solution — sometimes the right answer is a different form, flavor, or brand, not a refund.
Call us at 1-800-738-6337 right away. If tracking shows delivered but you never received the package, we'll open a claim with the carrier and, once resolved, reship or refund at no charge — your choice. We log the case in SFSC so any follow-up is fast.