Refund policy

Return & Refund Policy

30-Day Returns

You may request a return within 30 days of receiving your item. All returns require prior authorization from New Age Pet. Items sent back without authorization may not be accepted.

To be eligible, your item must be:

• unused,
• in the same condition you received it, and
• in its original packaging.

You’ll also need your receipt or proof of purchase.

To start a return, email us at customerservice@newagepet.com with your order number and reason for return. We’ll reply with a return authorization and shipping instructions.

Marketplace orders: If you purchased through Amazon, Chewy, Petco, or another retailer, please start your return through that retailer. Their return policy applies.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If an item is defective or damaged, or you received the wrong item, contact us right away so we can make it right. Include photos if possible.

For these returns:

• no restocking fee applies, and
• New Age Pet covers return shipping.

In many cases, we can send a replacement part instead of requiring a full return.

Remorse Returns

A remorse return is any return for a reason other than a product defect or an error by New Age Pet. Examples include:

• changing your mind,
• ordering the wrong size or color, or
• no longer needing the product.

For approved remorse returns:

• A 25% restocking fee will be deducted from the refund.
• You pay the return shipping costs.
• Original shipping charges, if any, are non-refundable.
• The product must be new, unused, and resalable, in its original packaging. It must include all parts, hardware, accessories, manuals, and other materials that came with it.
• You must ship the return within 14 calendar days of receiving your return authorization. After that, the return may no longer be eligible and may need a new authorization.
• You must use a trackable shipping method and send us the tracking number once the package ships.
• You are responsible for packaging the product securely. The product remains your responsibility until we receive it. New Age Pet is not responsible for items lost or damaged in return transit.

Non-Returnable Items

The following cannot be returned:

• custom or special-order products,
• products that have been used, assembled, or are no longer in resalable condition,
• sale or clearance items, and
• gift cards.

Contact us if you have questions about a specific item.

Refunds

Refunds are processed only after we receive and inspect the returned product. We’ll let you know whether your refund was approved.

If approved, the refund goes to your original payment method within 10 business days, minus any applicable restocking fee. Your bank or card issuer may need extra time to post it.

If more than 15 business days have passed since your return was approved and you haven’t received your refund, contact us at customerservice@newagepet.com.