Cancellation Policy

This policy covers pre-dispatch cancellations of shipped orders, pre-collection cancellations of pickup orders, and pre-dispatch modifications (address, size, quantity, or item swaps). Any customer who has placed an order may request a cancellation under the conditions below.

1. Email: send your order ID, name, and reason to [email protected].
2. Phone: call +1 803-620-2494 during business hours (Mon–Sat 10:00–20:00 · Sunday 10:00–19:00).
3. In Person: visit our store with your order confirmation.

Support replies 1 business day. Once approved, the refund follows the timing described in Section 6.

Once an order has been dispatched, it can no longer be cancelled. To proceed, please follow our Return & Refund Policy; the return window is 30 days from the date of delivery from the date of delivery.

If you placed an order for local pickup at our store, you can cancel it any time before you collect the order in person.

For approved cancellations (before dispatch or before pickup collection), refunds are issued to the original payment method in USD within 5–10 business days after cancellation approval.

Your bank or card provider may add 1–2 additional business days before the refund appears on your statement.

Pets Above All LLC does not charge cancellation, processing, or restocking fees for orders cancelled within the window described above. Customers receive a full refund of the order amount paid.

Pre-dispatch cancellations are not split or partially refunded — the refund is always for the full order amount.

Modifications to a placed order (address change, size or quantity change, item swap) must reach support before 2:00 PM CST on the dispatch day, via the same channels listed in Section 3. Modification requests received after dispatch are handled under the Return & Refund Policy.