Refund Policy
PetMart refund policy: a full refund or a replacement of equal value if we could not deliver, and why a completed in-game delivery is final.
PetMart sells digital in-game items that are delivered directly by us into your own Roblox account. That is what shapes this policy: once an item is on your account it cannot be taken back off it, so the line falls at whether the delivery happened.
When you get your money back
If we could not deliver your order, you get a full refund or a replacement of equal value — your choice. That is the promise made at checkout and it is the promise we keep after payment. Refunds are granted where an item was not delivered due to an error on our part.
When you do not
Refunds are not offered for completed deliveries. If a customer is unable to pick up or access their item, no refund is provided. It is the customer's responsibility to provide accurate information — such as the Roblox username and email — during checkout; failure to do so may result in non-delivery, which does not qualify for a refund.
If your order has not arrived
Message us before anything else. Every order opens a ticket, our team is on Discord around the clock, and a delivery that is simply late is far more common than one that has failed — the typical times per game are in the FAQ. If you do not receive your item within the stated timeframe, contact us at [email protected] or through support. Every completed delivery is photographed and logged on our proof of delivery page, so there is a record of exactly what was handed over and when.
This policy may be updated at any time, and changes will be reflected on this page. It sits alongside our terms of service.