PetSource | Global Pet Supply Chain Leader

We love to hear from you on our customer service, merchandise, website or any topics you want to share with us. Your comments and suggestions will be appreciated. If your pets have something to say to us, too, we'll work hard to learn the language of their planets.

CUSTOMER SUPPORT

pet.source.dylan@gmail.com

HOURS

6am-10pm EST

CORPORATE LOCATION

Factory Address : 3F, No. 7, Ligang Shenqian, ZhonggangVillage, Shiwan Town, Boluo County,Huizhou City, Guangdong Province, China

WHO WE ARE

It all started when one of our designers, a devoted pet lover, noticed his dog’s preference for yellow toys. Curious about this, he delved into research and discovered that dogs perceive colors differently than humans, primarily distinguishing blue and yellow while other colors appear closer to grey.

This insight sparked an idea — designing products to enhance the quality of life and interaction between pets and us.

We believe that by prioritizing the needs of pets andthe relationships they share with us, we can transformordinary products into extraordinary experiences.

Every moment is filled with delightful surprises

We craft experiences that are vibrant and playful, sparking joy in the most unexpected ways. Whether it’s through our whimsical events, engaging social media challenges, or heartwarming stories shared by our community, we’re here to make every interaction with Petsource surprising.

Authenticity is at the core of everything we do

We’re a community of pet lovers who understand the unique bond between pets and their humans. We strive to capture the real moments, genuine smiles, and heartfelt connections that define these special relationships.

True magic happens in these moments

Our brand is a celebration of these intimate moments, where laughter, love, and companionship flourish. Through our initiatives, we aim to foster a sense of closeness and belonging, making every day a little brighter and a lot more special.

As we continue to grow and evolve, our commitmentto spreading joy, authenticity, and intimacy remainsunwavering.

Together, let’s create a world where joy knows nobounds, authenticity is cherished, and every momentis filled with love.

To protect your legal rights and standardize the return and refund process, this policy applies to all after-sales service requests for products purchased through the petsource official website or app. If you have any questions, please contact our customer support at petsource.dylan.@gmail.com.

1. Return Eligibility

1.1 Returns for Non-Conforming Products (Quality Issues)

If the product you received falls under any of the following conditions, you may request a return in accordance with applicable U.S. consumer protection laws and the statutory warranty period:

The product is materially inconsistent with the seller’s description;
The product clearly does not meet the quality or features advertised or labeled.
The product fails to meet a specific purpose that you clearly communicated to the seller.
The product has manufacturing defects, flaws, or improper assembly;
The product is damaged due to shipping.

Processing Timeline:

We will respond to your return request within 2 business days of receipt.
The review will be completed within 3 business days after our response.

Review Outcomes:

If the product is verified as non-conforming, we will send you a Return Confirmation Email on the same day the review is completed. Please follow the instructions provided in the email.
If the submitted evidence is insufficient, we will contact you via email to request additional materials. Once complete documentation is received, we will restart the review process and complete it within 3 business days, followed by sending the confirmation email on the same day.

You must return the product within 14 calendar days after receiving the Return Confirmation Email.

Important Notice:
Statutory warranty periods may vary by state within the United States. Under this policy, we adopt a customer-first approach and will apply the longest legally permissible remedy period allowed under the laws of your state.

1.2 Returns for Non-Quality Issues (Personal Reasons)

If you request a return due to personal reasons (e.g., preference, incorrect size, or dissatisfaction with style), the following conditions must be met:

Request Period:Submit your return request within 30 calendar days from the date of delivery.We will respond within 2 business days and complete the review within 3 business days. If approved, a Return Confirmation Email will be sent on the same day the review is completed.
Return Shipping Deadline:The product must be shipped back within 14 calendar days after receiving the Return Confirmation Email.
Product Condition:The product must be in new and unused condition, free from scratches, stains, odors, or any signs that would affect resale.
Packaging & Accessories:All original accessories, manuals, tags, and gifts must be included and intact. Minor, reasonable packaging wear will not affect eligibility.

Note:

For returns requested for personal reasons, the original shipping fee is non-refundable, and the return shipping cost must be borne by the customer.

2. Non-Returnable / Non-Warranty Conditions

The following situations are not considered product quality issues and are not covered under the statutory warranty:

2.1 Pet-Related Damage

Damage caused by pets, including but not limited to chewing, scratching, tearing, or trampling. This includes surface scratches, paint peeling, material cracking, structural damage, holes, stains, or deformation.

2.2 Normal Wear and Tear

Natural deterioration over time due to usage or environmental factors (e.g., light exposure, oxidation, daily friction), including but not limited to fading, discoloration, minor wear, texture changes, rubber aging, stickiness, or slight yellowing of plastic components.

2.3 Human-Caused Damage

Damage caused by improper use, modification, improper cleaning, or intentional damage, rather than inherent product defects.

2. Return & Refund Rules

2.1 Eligibility Review

(1) Eligibility for Non-Conforming Product Returns

To request a return for a non-conforming (defective) product, you must contact us via our customer service email and provide the following complete and verifiable materials:

Clear photos or videos showing the product defect, with sufficient detail to allow us to assess the issue and expedite the review process;
Valid proof of purchase (e.g., order confirmation email screenshot, order number, etc.).

(2) Eligibility for Non-Quality Returns

For returns not related to product quality, we will evaluate eligibility based on whether the product is new, unused, in original packaging, and with all accessories included, along with your stated reason for return:

You must return all items from the original order (including any free gifts). Any used points or coupons must also be returned or deducted accordingly.
If the returned product shows significant damage, scratches, missing parts, or severely damaged packaging that affects resale, we reserve the right to reject the return request.
If you agree, we may also offer a partial refund after deducting costs for material loss or restoration.
If you request an exchange, we will prioritize replacing the item with the same model and specifications. If the item is out of stock, we will offer a similar product of equal value upon mutual agreement, or you may choose a refund instead.
Special Statement:If the product is ultimately verified as a non-conforming product (quality issue) as defined in this policy, we guarantee that no fees will be charged for material loss, packaging unsealing, or restocking.

2.2 Return Address Information

To ensure efficient processing and a smooth after-sales experience, please contact customer service and obtain return authorization before sending the product back.

Return Address:
1

Important Notice:
To avoid issues such as lost packages, incorrect delivery, or processing delays caused by unauthorized returns, please do not send items back without prior confirmation. In such cases, we will do our best to assist and assume responsibility within the limits permitted by law. Thank you for your understanding and cooperation.

2.3 Processing Requirements

After your returned package is received at our warehouse, we will complete a physical inspection within 5 business days.
You will be notified via email on the same day the inspection is completed, with detailed results explaining whether the return is approved or rejected.

If approved, the refund process will begin on the next business day, and the payment will be returned via the original payment method. Details are outlined below.

2.4 Refund Process & Timeline

Once the return is approved, the refund process will begin on the next business day:

For payments made via debit or credit card, refunds will be completed within 7 business days after approval;
For other payment methods, refunds will be completed within 20 calendar days.

The actual time for funds to appear in your account may vary depending on your issuing bank or payment provider. The final timing is subject to the processing speed of the payment institution.

Kind Reminder:
If you have not received your refund after the standard processing time, we recommend first checking your account statement or contacting your payment provider. If the issue persists, please contact us for further assistance.

3. Logistics, Shipping Fees & Recommendations

3.1 Shipping Cost Responsibility

Return Reason	Return Shipping Cost Responsibility	Additional Notes
Non-conforming product (quality issue)	We cover the cost	Valid shipping receipts (e.g., invoice or payment screenshot) are required for reimbursement.
Non-quality-related return	Customer is responsible	All return-related shipping costs must be borne by the customer.

3.2 U.S. Domestic Return Shipping Reference

Below are recommended carriers and estimated shipping costs for returns to our California warehouse. Actual costs may vary depending on the carrier’s real-time pricing:

Weight Range	Carrier	West Region (USD)	Central Region (USD)	East Region (USD)
0–5 lb	UPS	8.8	8.8	9.2
0–5 lb	FedEx	5.6	6.5	7.2
6–10 lb	UPS	8.8	9.0	9.96
6–10 lb	FedEx	6.7	8.0	9.0

Additional Notes:

The above prices are for reference only. Actual shipping costs depend on real-time carrier pricing, package size, and additional services. Final costs are subject to the carrier’s quote at the time of shipment.
For non-conforming product returns, we will reimburse the full reasonable standard return shipping cost based on valid proof provided (not limited to the reference table). For non-quality-related returns, shipping costs must be borne by the customer, and the table may be used as an estimate.
If you choose expedited or premium shipping services (e.g., next-day delivery), any costs exceeding standard shipping rates must be paid by you.

3.3 Shipping Recommendations for High-Value Items

For high-value returns, we recommend using a fully trackable shipping service and purchasing shipping insurance if necessary. We are not liable for any loss or damage caused by uninsured shipments. Thank you for your understanding.

4. Special Notes & Legal Rights

This policy applies only to products purchased directly through petsource official channels. For products purchased via third-party sellers, offline stores, or other e-commerce platforms, please contact the respective seller for after-sales service. This policy does not apply in such cases.
All return requests, inspections, and refund processing are handled during U.S. business days (Monday–Friday, excluding public holidays). Customer inquiries will be responded to within 2 business days. If you do not receive a reply, please check your spam/junk folder or resend your email for priority handling.
“Calendar days” include weekends and U.S. public holidays, while “business days” refer to Monday–Friday, excluding public holidays in the United States.
This policy serves as a supplement to the petsource Terms of Use and has the same legal effect. Any matters not covered herein shall be governed by applicable U.S. laws and the Terms of Use.

5. Operating Entity Information

petsource is a globally operated brand. The relevant operating entities are as follows:

(1) U.S. Operating Entity

Company Name: PetSource
Address:
(Note: This is not a return address. Please use the warehouse return address specified in this policy.)

(2) China Operating Entity

Company Name: PetSource
Address: China ,
(Note: This is not a return address. Please use the warehouse return address specified in this policy.)

If you have any questions regarding this policy or returns, please feel free to contact us at petsource.dylan.@gmail.com.

COUNTRY	SHIPPING METHOD	SHIPPING TIME	SHIPPING COSTS
US	Standard Shipping	Within 7-30 business days	$8.99 USD
	Expedited Shipping	Within 11-15 business days	$19.99 USD
Other countries or regions	Standard Shipping	Within 7-30 business days	$19.99 USD