Return Window

Pet Mosaic offers a 10-day return policy. This applies to all orders within Canada and the United States. You have ten (10) calendar days from the date you receive your item to request a return. This return window begins upon delivery confirmation of your order.

Return Eligibility Requirements

To qualify for a return, items must meet the following conditions:

• Item must be in the same condition as received
• Item must be unused and unworn
• Original tags and labels must be attached
• Item must be in original packaging
• Receipt or proof of purchase must be provided

Initiating a Return

To start a return, contact our customer service team via our contact form. Please include your order number and reason for return in your initial communication.

Upon approval of your return request, we will provide:

• A prepaid return shipping label
• Detailed packaging and shipping instructions
• Return authorization number for tracking purposes
• Returns are shipped to our local fulfillment centers. For Canadian and US orders, the correct return address will be provided after your return request is approved.

Damages and Defective Items

Inspect your order immediately upon receipt. Contact us within 48 hours via our contact form if you receive:

• Defective or damaged items
• Incorrect items
• Missing items from your order

We will evaluate the issue promptly and provide appropriate resolution at no cost to you.

If your item arrives damaged, defective, or we sent the wrong item, we’ll provide a prepaid return shipping label and issue a full refund for the product and original shipping cost, no hassle, no questions asked.

For Canadian and US customers, replacements and refunds are processed by our fulfillment partners in your region for faster resolution.

Non-Returnable Items

The following items cannot be returned under any circumstances:

• Perishable goods: Pet food, treats, plants, flowers, or any items with expiration dates
• Custom and personalized products: Engraved items, custom apparel, special orders, or personalized accessories
• Personal care and hygiene products: Opened pet shampoos, grooming tools, dental care items, or health supplements
• Used items: Any product that has been worn, used, or removed from original packaging
• Sale and clearance items: Items purchased at discounted prices during sales events
• Gift cards and store credit: Digital products and promotional credits
• Hazardous materials: Flammable liquids, gases, or any items classified as dangerous goods

If you have questions about whether your specific item qualifies for return, contact us via our contact form before initiating the return process.

Exchanges

Pet Mosaic processes all exchanges through our standard return procedure. To exchange an item:

1. Return the original item following our return process
2. Once your return is approved and processed
3. Place a new order for your desired item

This process ensures inventory accuracy and faster fulfillment of your preferred item. This exchange process applies for both Canada and US customers.

Refund Processing

Inspection and Approval: We will inspect your returned item within 3-5 business days of receipt and notify you of our decision via email.

Refund Timeline: Upon approval, refunds are processed to your original payment method within 5-10 business days. Please note that your financial institution may require additional processing time.

Refund Amount: Approved refunds include the full purchase price of returned items. Original shipping costs are non-refundable unless the return is due to our error (damaged, defective, or incorrect items).

Processing Delays: If more than 15 business days have passed since we approved your return and you have not received your refund, contact us immediately via our contact form.

Return Shipping

• Customer-initiated returns: Customers are responsible for return shipping costs unless the return is due to Pet Mosaic error. This applies to both Canadian and US returns.
• Error-based returns: We provide prepaid return shipping for damaged, defective, or incorrect items
• International returns: Currently not available as we only ship within Canada and the United States.

Returns due to reasons other than damage, defect, or our error, such as wrong size, changed mind, or personal preference, are considered customer-initiated returns. Items must be unused, unworn, have all tags attached, and be in original packaging. Customers are responsible for return shipping costs for these returns. Refunds are issued for product cost only; original shipping costs are not refunded unless the return is due to our error.

Contact Information

For all return-related inquiries, contact our customer service team:

Email: Contact us via our contact form
Response Time: Within 24-48 hours during business days

Return Address :
Returns are sent to local fulfillment centers in your region. The correct address will be provided after your return request is approved.

Address :
330 Avro
Pointe-Claire, QC, H9R 5W5 
CANADA

Summary for Transparency:

Canadian and US customers are eligible for “no questions asked” refunds for damaged, defective, or erroneous orders. Customer-initiated returns (e.g. wrong size, changed mind) must be unused, have tags and packaging; shipping cost may apply. For Canadian and US customers, replacements and refunds are processed by our fulfillment partners in your region for faster resolution.

This return policy is effective as of the date of purchase and supersedes any previous return policy versions. Pet Mosaic reserves the right to modify this policy at any time with notice to customers.