Refund policy
Returns & Refunds — Denzo Pets
If something isn't right with your order, we want to know. Email us at support@denzopets.com with your order number and we'll take it from there.
The basics. You have 30 days from the date your order arrives to request a return or exchange. The item needs to be unused, undamaged, and in its original packaging with everything it came with.
How to Request a Return.
Email us at support@denzopets.com with the following:
- Your order number
- The product you'd like to return
- Photos of the item
- The reason for the return
Please don't ship anything back before hearing from us. Returns sent without prior approval may not be accepted. Once we confirm, we'll send you instructions and next steps.
Once your return is received and inspected, the refund goes back to your original payment method within 5–14 business days depending on your bank or card provider.
How to Request an Exchange.
If you need a different size, color, or variant, email us at support@denzopets.com with the following:
- Your order number
- The product you'd like to exchange
- Photos of the item
- The reason for the exchange
- What you'd like instead — size, color, or variant
Please don't ship anything back before hearing from us. Once we confirm your exchange request, we'll send return instructions for the original item. When it arrives and is inspected, we'll get the new one on its way.
Damaged, Defective, or Wrong Item.
Check your order as soon as it arrives. If your item shows up damaged, defective, incomplete, or different from what you ordered, email us at support@denzopets.com right away with the following:
- Your order number
- A description of the issue
- Photos of the item and packaging where possible
We'll review it and resolve it as quickly as we can.
Still Waiting on Your Refund?
If 15 business days have passed since your return was approved and nothing has appeared, reach out at support@denzopets.com and we'll look into it.