Return Policy

Returning products to Pet Passages is simple. If you are not satisfied with your purchase simply contact a customer care representative and we will assist you with the process. All items need to be returned within 14 business days for a refund, shipping is the responsibility of the customer.

If the item is damaged please see the damaged items information below. If items are not returned within 14 business days a 15% restock fee will apply. If the return is a result of our error, we will pay the return shipping.

Items that cannot be returned / refunded:

• Any item that has been personalized.
• Urns or jewelry that has been filled.
• Items that have been damaged or tampered with by the customer.
• Expedited shipping charges are not refundable unless a shipping error occurs on our behalf.
• Orders over 30 days old are non-returnable or refundable

Packaging & Sending Your Return

If you would like to return your order please call a customer care representative at 585-265-9933. Returned orders must be properly wrapped and packaged. They must be shipped via FedEx, UPS or United States Postal Service with delivery confirmation. No credit can be issued if damage occurs as a result of improper packaging.

Damaged, Defective, or Incorrect Items

Please inspect all packages immediately upon delivery. Damaged merchandise must be reported to Pet Passages within 24 hours upon receipt of package(s). Please retain all boxes and packing materials for a damage inspection by the delivery carrier.

Credit for damaged merchandise may be forfeited if report is not made within the time specified. No return will be accepted without prior authorization.

If you’ve received an incorrect product, we sincerely apologize for the inconvenience. Please call 585-265-9933 and a customer care representative will assist in getting you the correct product.