Shipping Information

When can I expect my order to ship?

• Please allow 2 to 4 business days for processing, customization and production before your order is shipped.

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How long does shipping take?

• Average delivery time to the United States: 8 to 14 business days

• Average delivery time to other international destinations: 10 to 20 business days

• Please keep in mind that shipping times may be affected by things outside our control, like weather, holidays, or natural events. While most packages arrive on time, we cannot guarantee exact delivery dates. Any delays are the responsibility of the shipping carrier.

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Can I cancel my order?
You can cancel your order if you do so within 24 hours of placing it and before it ships. To cancel, please email us with the subject line "Cancel my order" within this time and make sure to add your order number and the cancellation reason.

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I entered the wrong address — what now?
If you notice a mistake in your shipping address, reply as soon as possible to your order confirmation email with the correct details. We can only update addresses within 48 hours of your order.

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I picked the wrong size — what now?
If you ordered the wrong size, please contact us within 48 hours of placing your order. We can update the size before processing begins. After this period, if the item has already been packed or shipped, we can still arrange a replacement for you at a reduced cost. Please email us with your order number so we can assist you.

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What if my item arrives damaged?
We carefully package all items, but sometimes products get damaged during shipping (about 1 in 1000 orders). If this happens, please contact us with your order number and a photo of the damage. We’ll gladly send a replacement free of charge.

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What if I receive the wrong size?

• If we sent you the wrong size, we’ll send you a replacement free of charge.

• If you picked the wrong size without checking our size guides, we can send the correct size with a reduced amount, sharing the cost with you to make things easier.

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What about pre-ordered or back-ordered items?
If your order has pre-ordered or back-ordered items, we’ll ship what’s available immediately and send the rest as soon as it arrives. If you receive part of your order, the rest will come shortly after.

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Still have questions?
If you need more help, please contact us at petjoy.supplies@gmail.com. We aim to reply within 24 hours.

Refund & Exchange Policy

At Pets Sparkle, we want every customer to feel confident and happy with their purchase. Please read our refund and exchange policy carefully.

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Order Cancellations & Refund Window

• You may request a full refund or cancellation within 24 hours of placing your order.

• After 24 hours, your order will already be in our processing, packing and shipping queue, so cancellation or refund will not be possible at that stage.

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Refunds After Delivery

Once you receive your order, refunds are available only in the following cases:

• The item arrived damaged.

• You received the wrong size, color, or product compared to what you ordered.

• There was another error on our side.

For these situations, you may request either:

• A refund to your original payment method (processed within 5–10 business days), or

• A free replacement item of the correct size/product.

Refund requests must be made within 30 days of your order date.

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Exchanges

• If the issue is on our side (wrong size shipped, damaged item, wrong product), we will replace it at no cost to you.

• If the issue is on your side (for example, ordering the wrong size despite our accurate size charts), we do not offer free exchanges.

  • However, we can provide a special replacement option at a discounted price.

  • In this case, please send us photos and details and we will review the situation individually to find the best solution.

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Sale Items

• Only regular-priced items can be refunded.

• Sale items are non-refundable.

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Gifts

• If the product was marked as a gift and shipped directly to you, you will receive a gift credit for the value of your return.

• If the gift was shipped to the original purchaser, the refund will go to them.

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Shipping Costs

• Customers are responsible for the cost of return shipping unless the error is on our side.

• Shipping fees are non-refundable.

• Delivery times for exchanged or replacement items may vary depending on your location.

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How to Request a Refund or Exchange

To request a refund, exchange, or replacement, please:

1. Email us at petjoy.supplies@gmail.com.

2. Provide your order number and a clear description of the issue.

3. Attach photos of the product if applicable (e.g., damaged or wrong size item).

We will review your case and respond with the next steps.

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Summary

• Full refund/cancellation: Within 24 hours of order.

• After 24 hours: Wait for delivery; refunds/exchanges only if defective, damaged, or incorrect item received.

• Customer error (wrong size): Discounted replacement option available.

• Refund timeline: Within 30 days of order date if our fault.