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Customer Care

Have a question? You may find an answer in our FAQs, but you may also contact us via email:

  • For questions about your order, product, or company information please email - hello@privepet.com

 

  • For customer service - customercare@privepet.com 

 

  • Press inquiries - hello@privepet.com

    Drop Us A Line

    Have a question? We'd love to hear from you. Please fill out the form below and we'll get right back to you.

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    How can we help?

    Check our FAQs first, or get in touch with us here:

    Customer Service

    Call Us: 415-770-0436

    Mon-Fri: 9:00 am - 6:00 pm PST
    Sat: 9:00 am - 5:00 pm PST
    Sun: 9:00 am - 5:00 pm PST

    Send us an email

    SHIPPING

    Standard shipping: Flat $7.95 USD on orders under $100 (before taxes and shipping).

    Free shipping: Standard shipping is free on U.S. orders of $100 or more (before taxes and shipping).
    PAYMENTS
    You can securely pay with:

    We accept Visa, Mastercard, American Express, and Discover, as well as Shop Pay, Apple Pay, Google Pay, and PayPal.

    We use trusted, encrypted payment processors so your card details stay protected every time you shop.

    RETURN POLICY

    Unused items in original condition may be returned within 30 days for a refund or 60 days for store credit. Return shipping applies unless the item is incorrect or damaged. Final-sale and personalized items are not eligible.

    At Privé Pet, your complete satisfaction is our promise. We believe that every piece you welcome into your home should bring genuine delight to both you and your cherished companion.

    Each product in our collection is thoughtfully designed and held to the highest standards of quality and craftsmanship. We stand confidently behind every item we deliver to your door.

    Should anything fall short of your expectations – whether it's a sizing issue, a color that doesn't quite complement your space, or simply a piece that doesn't feel quite right – we're here to help. Your happiness matters to us, and we'll work with you to ensure you find the perfect fit for you and your pet.

    How to Start a Return

    To initiate a return or exchange, please visit our Returns Center.

    Have your order number and shipping ZIP code handy to get started.

    Return Eligibility

    To be eligible for a return:

    • Items must be new, unused, and unwashed
    • All original tags and packaging should be included
    • Returns must be initiated within the allowed return window (see below)

    We reserve the right to refuse returns that are worn, washed, damaged, altered, or not in a condition suitable for resale.

    Return Window & Refunds

    • Returns started within 30 days of the original ship date are eligible for a refund to your original form of payment, minus shipping charges.
    • Returns started between 31–60 days of the original ship date are eligible for store credit.
    • We are unable to accept returns after 60 days from the original ship date

    Once your return is received and inspected, refunds are typically processed within 5 business days. You’ll receive an email notification as soon as your refund or store credit has been issued.

    Return & Exchange Shipping Costs

    • Customers are responsible for return and exchange shipping costs.
    • If we send an incorrect, defective, or damaged item, we will provide a complimentary return label and correct the issue at no additional cost to you.
    • For bulky items like beds and large cushions, return shipping can be expensive. Please double-check your measurements and our Size Guide before placing an order.


    Exchanges

    We now offer a streamlined exchange process to keep things simple:

    • If you’d like the same item in a different size, you can request an exchange during the return flow (where supported by our Returns Center).
    • If you’d like a different color or a different product, you can return any eligible new, unused item for a refund or store credit and then place a new order for the item you prefer.
    • In some cases, you may receive a free exchange shipping coupon during the returns process.


    Final Sale & Non-Returnable Items

    The following items are final sale and cannot be returned or exchanged (except in the case of damage or defect):

    • Personalized or monogrammed items
    • Gift cards
    • Clearance or “final sale” items marked as non-returnable at checkout
    • Opened grooming, wellness, or consumable products for safety and hygiene reasons


    Gifts

    If you received a Privé Pet item as a gift, we’re happy to help you with a return for store credit so you can choose something that’s a perfect fit for you and your pet.

    Please use our Returns Center and select the gift return option, or contact us directly with the gifter’s name and order information if you have it.

    Questions?

    If you have any questions about sizing, quality, or whether an item is eligible for return before you purchase, we’re here to help.

    Email: customercare@privepet.com

    Drop Us A Line

    Have a question? We'd love to hear from you. Please fill out the form below and we'll get right back to you.

    Thank you for contacting Privé Pet. We'll get back to you as soon as possible.

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