Shipping, Returns and Refunds
FOR ANY RETURN OR REFUND QUESTIONS REACH OUT TO US AT SUPPORT@PETSWHEEL.COM
Please, read carefully our return and refund policies before writing complains about our shipping time, non-trackable shipping codes and our business model. Thank you.
We ship our products from our suppliers in China, which makes our delivery time vary from 14 to 30 calendar days, depends on your location, items availability and additional factors. Average delivery time is 18 days. We cannot issue any refunds until the guaranteed delivery time (30 calendar days) passes.
To return your product, you should mail your product to the address provided in refund instructions or at XT3 LLC, 1327 Harvey Ave, 1, Berwyn IL 60402, United States
Our policy lasts 30 days from the delivery date. If 30 days have gone by since the delivery, unfortunately, we can’t offer you a refund or exchange.
The restocking fee is 20% of the price of the item. If you do not like or do not want the product any more - you will be responsible for shipping your order to XT3 LLC, 1327 S Harvey, Berwyn, IL, 60402, USA at your own cost. 20% and the original shipping cost will be deducted from the refund.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted.
- Any item not in its original condition is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
All orders are processed within 1-5 days of being placed. Orders received on Saturday and Sunday will be processed by close of business Friday.
Missed delivery and lost packages:
PetsWheel is not responsible for the item if the tracking code shows an item as delivered, but the customer says the package is missing. If your tracking code shows that your order is delivered - we cannot issue you a refund or send a replacement, since we can not control the package after it leaves the fulfillment center. We understand that there are cases when packages are lost or stolen, but in order to prevent fraud, we do not refund delivered packages. We can offer you 50% of the original payment in-store credit if you are willing to re-order with us. We cannot guarantee replacement of lost packages shipped via your local Postal Office.
We cannot issue a refund if the order already has been processed.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Original shipping cost and a restocking fee of 20% of the item original cost will be deducted from your refund.
If you received broken, damaged or wrong item:
If you received a broken, damaged or wrong item, please, reach out to us at firstname.lastname@example.org. We guarantee you a full refund or a replacement of any broken, damaged or wrong item.
If you don't like, don't need the item, unsatisfied with delivery times or changed your mind:
Our guaranteed shipping time is between 14 and 30 days. By purchasing the product you are agreeing to the terms of service and to refund policies. If you are unsatisfied with our delivery times and want to get a refund because you thought that the delivery will be faster - we will not refund you. If you received the item and you didn't like it, didn't want it, change your mind, etc, we will not issue you a full refund. You will need to return the item to XT3 LLC, 1327 S Harvey, 1, Berwyn, IL, 60402, USA at your own expense. 20% restocking fee will be deducted from the refund, your original shipping cost will not be refunded.
Late or missing refunds:
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to: XT3 LLC, 1327 Harvey Ave, 1, Berwyn IL 60402, United States. Replacement shipping time will be approximately the same as the original shipping time, and can take from 14 to 30 calendar days depends on the location and on the availability of the item in stock. If we do not have an item you want to replace in stock - we will issue you store credit at the amount of your original purchase.
IMPORTANT: If your item came in a good shape and working, but it got broke after several uses - we cannot guarantee you a refund or a replacement. We do not cover customer's misusing of the items and we are not responsible for customer's actions that led to the item being damaged. We handle such scenarios on a case-to-case basis and resolution of the problem might take 3-5 business days and will require you to send a proof of a broken or damaged item in a form of photos. Failing to send the additional information requested in a timely manner will decrease your chance of resolving an issue in your favor. In some cases when we cannot issue you a full refund, we can work out a partial refund or a store discount for future purchases.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.