Lost or Damaged Orders: How We Help
If an order arrives damaged, or fails to arrive at all, you don't have to sort it out alone. Tell your account manager — and we'll walk the rest of the way with you.
For independent retailers, the real worry in sourcing is rarely the price — it's the uncertainty of receiving stock in the condition you paid for. At Petfairs, every order is backed by two complementary layers of protection: one for the product itself, and one for shipping. And whenever something does go wrong, you'll have one person to turn to, from start to finish.
One contact, from start to finish
The moment you flag an issue, your Petfairs account manager becomes your single point of contact. They'll identify what happened, tell you what happens next, and follow it through with you — so you're never left wondering who to call or where your claim stands.
Two complementary forms of coverage
Problems with the product itself
Applies when an item has a quality defect or does not match its listing.
- Resolved by the Petfairs platform
- Verified against our packing video records
- Replacement or refund — no return required in most cases
Problems during transit
Applies when goods are damaged in transit or a shipment is lost.
- Covered by optional shipping insurance purchased at checkout
- Provided by our partner, Xcotton
- Recommended for every order, regardless of value
How your account manager supports you
Whatever the nature of the problem, your account manager stays with you through the whole process:
- Report it. Contact your account manager and describe the issue — a clear photo or unboxing video helps things move faster.
- We identify the issue. Your account manager determines what happened and which protection applies, so you don't have to.
- We take it forward. For quality issues, we arrange a replacement or refund. For shipping issues, we help you file the claim and follow up with the insurer on your behalf.
- We keep you posted. Your account manager keeps you updated as your case progresses, until it's resolved.
For product-quality issues (handled by Petfairs)
- Reach out within 7 days of delivery with clear photos or an unboxing video.
- Our team reviews the claim and checks it against our packing records, typically within 24 hours.
- Once verified, we offer a complimentary replacement (shipping included) or a refund to your original payment method, typically processed within 3–5 business days.
Full details are available in our Shipping, Delivery & Buyer Protection policy.
For transit loss or damage (covered by shipping insurance)
- Confirm that Shipping Protection was added to the order at checkout.
- Your account manager helps you contact Xcotton with your policy number and the details provided at purchase.
- We help gather any documents requested under the policy (for example, carrier proof or photos of the damaged items).
- Xcotton processes the claim in line with the insurance terms, while your account manager stays involved to keep things moving.
Details on coverage and the claims process are set out in the Shipping Protection section of the same policy page.
A few things to note
| Item | Details |
|---|---|
| Claim window | Quality issues should be reported within 7 days of delivery. |
| Evidence | Clear photos or an unboxing video are required for verification. |
| Post-delivery damage | Damage occurring after delivery, for example through handling or storage, is not covered. |
| Insurance scope | Shipping Protection applies to the specific order only and is purchased per order. |
| Claims handling | Insurance claims are handled by Xcotton; Petfairs assists with the information needed. |
In short
You handle the message; we handle the follow-through. Contact your account manager, and we'll stay with you until it's resolved.
Email: service@petfairs.com · Phone: +1 (443) 449-8848