Refund policy

Return & Refund Policy

Last Updated: July 17, 2026

At PetPivoe, we want you and your cat to be completely satisfied with your purchase. If you’re not happy with your order, we’re here to help.

30-Day Return Policy

You may request a return within 30 days of receiving your order.

To be eligible for a return, the item must:

  • Be in its original condition
  • Be free from excessive wear, damage, or misuse
  • Include all original accessories, manuals, and packaging
  • Have proof of purchase or order number

Please contact us before returning any item. Returns sent without prior authorization may not be accepted.

Email: support@petpivoe.com

Return Shipping

Customers are responsible for the cost of return shipping unless:

  • The product arrived damaged or defective.
  • You received the wrong item.
  • The mistake was caused by PetPivoe.

We recommend using a trackable shipping service, as we are not responsible for packages lost during return transit.

How to Start a Return

To begin your return, please email us at:

support@petpivoe.com

Please include:

  • Your order number
  • Your full name
  • A brief description of the reason for the return
  • Photos or videos if the product is damaged or defective

Our customer support team will respond within 1–2 business days with return instructions.

Refunds

Once your returned item has been received and inspected, we will notify you of the approval or rejection of your refund.

If approved:

  • Your refund will be issued to your original payment method.
  • Refunds are typically processed within 3–7 business days, depending on your payment provider or bank.

Original shipping charges are non-refundable unless the return is due to our error.

Damaged or Defective Products

If your automatic litter box arrives damaged or experiences a manufacturing defect, please contact us within 7 days of delivery.

Please provide:

  • Your order number
  • Photos or videos showing the issue

After verification, we will provide an appropriate solution, which may include:

  • A replacement product
  • Replacement parts
  • A full or partial refund

There is no return shipping cost for products confirmed to be defective due to manufacturing issues.

Non-Returnable Items

The following items cannot be returned:

  • Products damaged due to misuse, abuse, improper installation, or unauthorized modifications
  • Products returned after the 30-day return period
  • Items missing major accessories or original components
  • Products showing excessive wear beyond normal inspection

Order Cancellation

Orders may be canceled free of charge before shipment.

If your order has already been shipped, it can no longer be canceled. You may request a return after receiving your package in accordance with this policy.

Shipping Information

We ship directly from our U.S. warehouse to provide fast and reliable delivery.

  • Order Processing Time: 1–2 business days
  • Estimated Delivery Time: 3–5 business days (within the continental United States)

Please note that delivery times are estimates and may vary during holidays, severe weather, or carrier delays.

Exchanges

If you would like a different model or replacement, please contact our support team first. Exchanges are subject to product availability.

Contact Us

If you have any questions regarding returns, refunds, or your order, please contact us:

PetPivoe Customer Support

Email: support@petpivoe.com

Our support team is happy to assist you Monday through Friday during normal business hours.