Last updated: October 20, 2026
We want you and your pet to love every Balcony Pets order. If something isn’t right, this policy explains how returns, exchanges and refunds work. Balcony Pets is operated by Balcony Brands LLC.
30-day returns
You can request a return within 30 days of the delivery date. To be eligible, the item must be:
- Unused and unwashed, in the same condition you received it
- In its original packaging, with all parts and accessories
- Accompanied by your order number or proof of purchase
For hygiene reasons, bowls, water bottles and beds that have been used by a pet can only be returned if they arrived defective or damaged.
How to start a return
- Email us at [email protected] with your order number, the item(s) you want to return, and the reason.
- We will reply within 1–2 business days with return instructions and the return address.
- Please do not send items back without contacting us first. Packages sent without an approved return request may not be accepted.
Return shipping costs
- Change of mind: you are responsible for the return shipping cost. Original shipping charges are non-refundable.
- Damaged, defective or wrong item: we cover the return shipping, or we may send a replacement without requiring a return.
Damaged, defective or wrong items
Please inspect your order when it arrives. If an item is damaged, defective, or not what you ordered, contact us within 7 days of delivery and include photos of the item and packaging. We will offer a replacement or a full refund, including original shipping.
Refunds
- Once we receive and inspect your return, we will email you to confirm whether the refund is approved.
- Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card issuer may take additional time to post the credit.
- If your refund has not appeared after 10 business days, please check with your bank first, then contact us.
Exchanges
The fastest way to get a different item is to return the one you have and place a new order. If you received a damaged or defective item, we will replace it with the same item at no cost.
Order cancellations
You can cancel an order free of charge before it ships. Email us as soon as possible with your order number. Once an order has shipped, it can no longer be cancelled, but you can return it under this policy.
Non-returnable items
- Gift cards
- Items marked as final sale
- Items returned more than 30 days after delivery
Contact
Questions about a return? Email [email protected]. We reply Monday to Friday, 9am–5pm Mountain Time.