Janice P.
I sent an email to request return and…
I sent an email to request return and refund because my dog passed away right before the product arrived. I never received an answer.
Response from PetScyMar 7, 2026
Hey Janice, Im following up on my reply below. Want to understand if the timeline if correct below? I’m sorry to hear about your dog. We pride ourselves on being a customer-friendly business. As a dog owner myself, I try to treat customers the way I would want to be treated. I reviewed your order history and spoke with my Customer Support team, but I’m a little confused and want to make sure I have all the correct information. According to our records and the notes from our support team, we don’t see any previous emails requesting a return. The only time you reached out was today, at which point our Customer Support team issued a refund for March’s order without requiring the product to be returned and also provided a return slip for the February order you placed. Unless I’m missing something, it appears that you contacted us today and we issued a refund without requiring the item back. From our perspective, we believed that would be considered five-star service, but please let me know if there is additional information I may be missing. I’d genuinely like to understand what we could have done better? Chris Founder