Buyer Protection & Quality Guarantee

Built for Pet Business Retailers.

At Petfairs, we understand how critical cash flow, speed, and reliability are for retailers building and growing their business. That’s why our buyer protection policy is designed to be clear, fair, and streamlined, allowing you to focus on growing your retail operations with confidence.

Order Cancellation — Fast & Transparent

We process orders promptly to ensure timely delivery.

Standard Orders: Orders can be cancelled within 1 hour of payment. After this window, production and logistics processes are initiated, and the shipment cannot be stopped.

Private Label / Reserved Orders: Private Label or reserved items are prepared exclusively for your business. Once payment is made, these orders cannot be cancelled. If a cancellation is requested after payment, any deposit or prepayment will not be refunded.

This ensures inventory is secured for you and allows us to maintain fast fulfillment standards.

Non-Quality Issues — Keeping Wholesale Prices Low

For non-quality issues (change of mind, incorrect size selection), returns are generally not accepted to keep our wholesale prices competitive. However, please contact our support if you have specific concerns.

By avoiding complex cross-border returns, we reduce operational overhead and pass those savings directly to you — with no hidden fees.

Quality Issues & Damage — We’ve Got Your Back

Received a damaged or defective product? Don’t worry — your business is protected.

Our Quality Promise: Every Petfairs order is video-recorded during packing to verify accuracy and product condition before shipment.

How to Resolve It (No Returns Required):

✅ Step 1: Contact Us
Reach out within 7 days of delivery with clear photos or an unboxing video.

✅ Step 2: Quick Verification
Our team will review your claim and cross-check it with packing records within 24 hours.

✅ Step 3: Replacement or Refund
For verified defects or transit damage, we will, at our discretion, provide either:

• complimentary replacement (shipping included), or

• refund to your original payment method.

Hassle-Free Replacement/Refund - Due to high international shipping costs, we offer refunds or replacements for quality issues without requiring a physical return..

When Claims May Not Apply

To maintain fairness for all sellers, claims may not be approved if:

• Requests are submitted after the 7-day window

• Clear photos or videos are not provide

• Damage occurs after delivery due to improper handling or storage

Refund Processing Time

Once a refund is approved, it will be processed and automatically applied to your original payment method within 3-5 business days.

Return Authorization & Address

In rare cases where a return is authorized, please contact us for the specific return address (US warehouse or international facility) before shipping.

Need Help? We’re Here

Whether you run an online store, boutique pet shop, or sell through social media, our support team is ready to assist you.

Live Chat: For the fastest response
Email: service@petfairs.com

Phone: +1 (443) 449-8848 — if you prefer to speak directly with our support team

Policy Purpose

This policy is designed to safeguard growing pet retailers and ensure a smooth and professional wholesale experience.