Return & Refund Policy
Our 7-Day Joy Guarantee for Happy Pets and Happy Parents
April, 24th of 2026
1. The 7-Day Joy Guarantee
At PetJoyVault, we believe that every purchase should bring a wagging tail or a happy purr. We understand that sometimes a product might not be the perfect fit for your pet’s unique personality. That is why we offer our 7-Day Joy Guarantee. You have 7 days from the date your item was delivered to request a return if you or your pet are not 100% happy with the purchase.
2. Eligibility for Returns
To ensure we can continue providing high-quality products to all our customers, items must meet the following criteria to be eligible for a return:
-
The item must be unused and in the same condition that you received it.
-
The item must be in its original packaging.
-
The request must be initiated within the 7-day window following delivery
3. Damaged or Defective Items
We take great pride in our curated selection, but we know accidents can happen during transit. If your order arrives broken, malfunctioning, or defective, please notify us immediately. In these cases, we will provide an immediate replacement at no extra cost to you or a full refund, whichever you prefer. Please include a photo or video of the damage in your initial email to speed up the process.
4. Non-Returnable Items
For the safety and hygiene of all our furry friends, certain items cannot be returned:
-
Perishable goods: Such as pet treats or supplements.
-
Used Toys: Any toy that has been played with, chewed, or shows signs of use cannot be returned for hygiene reasons.
-
Gift Cards: All digital and physical gift card sales are final.
5. The Return Process
To start a return, you must first contact our support team at support@petjoyvault.com. We will guide you through the following steps:
-
RMA Issuance: We will provide you with a Return Merchandise Authorization (RMA) number.
-
Address Confirmation: We will provide the correct US or Canada return address.
Please DO NOT return your purchase to the manufacturer address listed on the package. Our logistics partners cannot process returns sent directly to factories, and doing so may result in the loss of your refund eligibility.​
6. Refunds
Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed and automatically applied to your original method of payment (Stripe) within 3 to 5 business days. Please note that your bank or credit card company may take additional time to post the transaction to your account.
7. Shipping Costs
For standard returns under our Joy Guarantee, the customer is responsible for paying the shipping costs for returning the item. Shipping costs are nonrefundable. However, if you are returning an item because it arrived damaged or defective, PetJoyVault will cover all associated return shipping expenses.
8. Contact Us
If you have any questions regarding your specific order or need assistance with a return, our team is here to help you unlock the joy again. Reach out to us at support@petjoyvault.com and we will respond within 24 hours.