Sidney
Very Slow Return Process
The return process for me was unfortunately very lengthy and frustrating. I ordered 2 feeders late December and returned them by the first week of January. However I got no confirmation that the return was received, and had to reach out multiple times in order to speak to a real person via email. I finally got my money back late February. There needs to be a better system for tracking returns / refunding in a timely manner. I was scared I was never going to get my money back…
Response from PetlibroFeb 28, 2026
Hi Sidney, Thank you for taking the time to share your experience. We are truly sorry to hear how frustrating and stressful this return process was for you — especially the long wait and the uncertainty around your refund. We completely understand how concerning that must have felt. Under normal circumstances, once a returned package’s tracking status is automatically updated to “Delivered,” our system triggers a refund within 1–3 business days. However, in your case, because your return request included two feeders, our system automatically generated two separate return labels to ensure you had sufficient labels for both items. We can see that it appears only one of the return labels was used. As a result, the second label never received a tracking update, which prevented the system from automatically triggering the full refund. This delay is absolutely not the experience we want for our customers, and we sincerely apologize for the confusion and the lack of timely communication. Our support team will be reaching out to you directly to further explain and ensure everything is fully clarified. We truly appreciate your patience and understanding, and we’re grateful that you brought this to our attention so we can continue improving our return process. Thank you again for your feedback. — The Petlibro Team