Returns

Your satisfaction is our priority at Rocket Petz. If you are not completely satisfied with your purchase, you may return it for a full refund, less shipping and handling charges, within 30 days. Returns are accepted only for unopened and unused merchandise in original condition. Returned items must have a return authorization (RA) number.

Raw Food, Sale items, custom orders and some special offers are NOT returnable. Rocket Petz reserves the right to refuse a refund and any returns that do not follow our return policy may be rejected and/or returned to you at your cost.

Return Instructions

1. Call or email Rocket Petz customer service to obtain a Return Authorization (RA) number and instructions on where and how to send your return. 888-RKT-PETZ (758-7389) or customerservice@rocketpetz.com. Please have your order number, the items you wish to return and the reason ready.

2. Pack your complete return including all tags and enclose a copy of the packing slip or invoice. Please make sure to package all items securely when shipping.

3. Write your RA number on the shipping label or shipping box. Do not write on the original manufacturer’s packaging or box.

4. Ship the return to the address provided by Rocket Petz Customer Service. We recommend insuring your package and using FedEx or UPS to ship products due to tracking ability and proof of delivery. Rocket Depot is not responsible for items lost or damaged in shipping. Make sure to keep your tracking information until your item has been credited. Returns must be received by Rocket Petz within 30 days or less from the original date of shipment to the customer.

5. Upon receipt of your item, we will process your credit. Please allow 1-14 business days processing time for a credit to be issued. Rocket Petz reserves the right to inspect the return before credit is given.

All returns must be UNUSED and UNOPENED in ORIGINAL CONDITION. Return Shipping Cost is the responsibility of the customer. Shipping Costs are NOT Refundable. All Returns MUST INCLUDE a RETURN AUTHORIZATION (RA) NUMBER clearly marked on the outside of the carton. Items received without an RA Number will be subject to restocking fees.

Mis-Shipments or Damaged Shipments

If you received an incorrect item or your order was damaged, please email customerservice@rocketpetz.com and include your name and order number and we will work with you to get a replacement. All items must be reported within 7 days after receipt.

Cancelled Orders

Because orders are normally processed within 24 hours, please call immediately if you need to change or cancel your order. If your order has already processed for shipping, it may be subject to a 15% restocking fee.