Delivery & refunds
How long PetMart takes to deliver a Roblox item, measured on real orders, and what you get if one never arrives.
Effective 8 September 2026. This page replaces our earlier refund policy, which promised less than our checkout did.
How long delivery actually takes
We publish delivery figures only where we have enough completed orders in the last 30 days to measure one, and we publish the sample size beside every figure. Where we do not have enough orders to measure, this page says nothing rather than estimating. The clock starts when you check out and stops when the delivery closes — it includes any time you spent offline, because we cannot tell a buyer who stepped away from a job that stalled, and quietly dropping the slow orders would be measuring ourselves in our own favour.
By game
Games we deliver by hand — Murder Mystery 2, Adopt Me, Roblox Limiteds and Steal an Egg among them — are coordinated by a person in a private Discord ticket, so we publish no time figure for them at all. There is no automated lane behind them to measure.
Live queue depth and what each lane is doing right now: /status.
Why an order can take longer than the figures above
- Trade and meet-up items need you online to accept. A staff member or a delivery account has to meet you in game, and the clock keeps running while you are away.
- Hand-delivered items are handed over by a person, not a bot. They run to staff availability, and they are marked as hand-delivered on the product page before you buy.
- A game update or a Roblox outage can pause a lane. When that happens it is shown on /status, not hidden.
We do not guarantee a delivery time. What we publish is a measurement with its sample size attached, and if yours is running long, open a ticket in our Discord and we will chase it.
Refunds
This is the promise made to you at the payment step, word for word, and it is the promise this page keeps:
Not delivered? Full refund or replacement of equal value — your choice.
Once an order has been delivered, it cannot be refunded, returned or exchanged. An in-game item that is already on your account cannot be taken back off it, so a delivered order is final. Every completed delivery is photographed and the photograph is public in our proof log — 34,000+ of them — so "was it delivered?" is a question with a checkable answer rather than an argument.
The cases in between
| Situation | What you get |
|---|---|
| We never delivered | Full refund or a replacement of equal value — your choice |
| Delivered, but the wrong item | We correct it, or refund the difference |
| You gave us the wrong Roblox username | Tell us before we deliver and we fix it at no cost. Once an item has gone to the account you specified we cannot recover it |
| You could not get online to receive a trade | We hold the order and retry. Tell us in your ticket — we do not cancel on you |
| A delivered order, with a chargeback filed against it | Treated as fraud under our Terms |
How to ask
Open a ticket in our Discord with your order number and your Roblox username. Refunds are returned to the original payment method.
What we never ask for
We need your Roblox username only. We never ask for your Roblox password, a one-time code, or access to your account, and no refund or delivery has ever required one. Anyone asking you for a password in our name is impersonating us.
PetMart is independently operated from the United States, and is not affiliated with or endorsed by Roblox Corporation.