ORDER CANCELLATION & RETURN POLICY

ORDER CANCELLATION

At PENPEN PET, we understand that circumstances may change after placing an order. We've designed our cancellation policy to be fair and transparent while maintaining our commitment to efficient service.

Cancellation Window

  • Pre-Processing Orders: Orders can be cancelled with full refund if the request is received within 1 hour of order placement.
  • Processing Orders: Orders that have entered the processing stage (1-2 hours after placement) but have not yet shipped may be cancelled, subject to a 5% processing fee.
  • Shipped Orders: Once an order has shipped, it cannot be cancelled. Please refer to our Return Policy below.

How to Cancel an Order

To cancel an order, please:

  1. Log into your PENPEN PET account and navigate to "Order History"
  2. Select the order you wish to cancel
  3. Click the "Request Cancellation" button if available
  4. If the button is not available, please contact our customer support team immediately at support@penpenpet.com or call (458) 251-0429

Please include your order number in all communications regarding cancellations.

Refund Processing for Cancelled Orders

  1. Payment Method: Refunds for cancelled orders will be issued to the original payment method used for the purchase.
  2. Processing Time: Refunds for cancelled orders typically process within 3-5 business days, though your financial institution may require additional time to reflect the credit in your account.
  3. Confirmation: You will receive an email confirmation once your cancellation has been processed and another when the refund has been issued.

 

RETURN POLICY

We stand behind the quality of our products with our 30-Day Satisfaction Guarantee. If you're not completely satisfied with your purchase, we offer a straightforward return process.

Return Eligibility

  • Timeframe: Products may be returned within 30 days of delivery.
  • Product Condition: Products must be in their original packaging and unused. For soft chews and supplements, the container must be at least 75% full.
  • Exceptions: Custom formulations or personalized products cannot be returned unless there is a manufacturing defect.

Return Process

To initiate a return:

  1. Log into your PENPEN PET account and navigate to "Order History"
  2. Select the order containing the item(s) you wish to return
  3. Click "Request Return" and follow the prompts
  4. Print the provided return shipping label
  5. Package the item(s) securely in appropriate packaging
  6. Attach the return shipping label and drop off at the designated carrier location

If you're unable to access your account, please contact our customer support team at support@penpenpet.com with your order number and return request details.

Return Shipping

  • Return Shipping Costs: For returns due to customer preference, a shipping fee of $5.99 will be deducted from your refund.
  • Defective Products: Return shipping is free for defective or incorrectly shipped items.
  • Return Address: All returns should be sent to: 
    • Full name: Remex_Times Ark
    • Address line 1: 2406 Walnut Ridge St
    • City: Dallas
    • Postal Code: 75229
    • Region: TX-Texas
    • Country: US
    • Phone: (210)960-3630
    • Email: connect@remexreturn.com

Refund Processing for Returns

  • Inspection Period: Returns are inspected within 2 business days of receipt.
  • Refund Method: Refunds will be issued to the original payment method used for the purchase.
  • Refund Timing: After inspection and approval, refunds typically process within 5-7 business days.
  • Refund Amount: The refund will include the purchase price of the returned item(s) minus any applicable return shipping fees.


SUBSCRIPTION CANCELLATIONS

Subscription orders can be cancelled or modified at any time:

  1. Log into your PENPEN PET account
  2. Navigate to "Subscriptions"
  3. Select the subscription you wish to modify or cancel
  4. Choose "Skip Next Delivery," "Modify Subscription," or "Cancel Subscription"

There are no fees for modifying or cancelling subscriptions. Please note that changes must be made at least 48 hours before the next scheduled processing date to take effect for that shipment.


DAMAGED OR INCORRECT ITEMS

If you receive damaged or incorrect items:

  1. Contact our customer support team within 7 days of delivery
  2. Provide your order number and photos of the damaged/incorrect items
  3. Our team will arrange for a replacement or refund, including return shipping if necessary


EXCHANGES

We currently do not offer direct exchanges. If you wish to exchange an item, please follow the return process and place a new order for the desired item.

This Order Cancellation & Return Policy was last updated on March 20, 2025.

For any questions regarding our cancellation or return policies, please contact our customer support team at support@penpenpet.com or call us at (458) 251-0429.