Petlibro

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts

• Official website: https://petlibro.com/
• Terms of service / general questions: [email protected]
• Privacy questions / data requests: [email protected]
• Returns Center (US orders): https://petlibro.com/policies/refund-policy
• Service status page (app/cloud outage notices): https://petlibro.com/pages/petlibro-status
• Help Center / support ticket / chat: https://petlibro.com/pages/help-center
• Customer support phone: +1 (855) 920-4555

Locations

Petlibro device or app not working? What to check

Petlibro sells automatic feeders, water fountains, the Luma smart litter box and the Scout pet camera. USPTO records show the original PETLIBRO hardware trademarks are owned by Shenzhen Libro Technology Co., Ltd./Limited, while newer PETLIBRO camera/app/cloud-service trademarks are owned by DESIGNLIBRO INC., a California corporation (see "Company background and legal entities" below for what the records do and do not establish about the two).

On August 11-12, 2026, Petlibro's own service-status page documented a multi-hour outage: an update timestamped 2:44 AM PT on August 12 described "Recovery Continuing," progressing through "Service Recovery in Progress" (4:30 AM), "Recovery Progress Update" (8:30 AM: "App login and data viewing are now available. Device controls, device setup, and device connectivity are still being restored"), "Service Restoration Update" (11:30 AM), and finally "Resolved" at 7 PM PT the same day. Petlibro's status page states that "feeding schedules, automatic cleaning routines, and other settings saved to your device before the disruption continued to operate locally as scheduled, provided the device was not reset," but also warns that "some execution results may not have appeared correctly in the app," that "settings created or modified while service was affected may not have been saved successfully," and that "some activity data may be unavailable." Several BBB submissions make similar allegations, describing feeders that went offline and did not dispense food during the same window; these are individual consumer accounts and have not been independently verified by this page.

If your device or app is not working now:

• Check Petlibro's own status page at petlibro.com/pages/petlibro-status for a live read on whether servers and the app are currently operational, before assuming your unit is defective.
• Power-cycle the device: unplug for 1 minute, plug back in, and allow 3-5 minutes to reconnect; only factory-reset if that doesn't work, since a reset can clear locally stored schedules.
• Submit a support request in-app (Petlibro app to Me to Feedback) and opt to upload device logs, which Petlibro says helps its technical team investigate faster.
• For a return or refund, Petlibro's Refund Policy states "Returns will only be accepted within 30 days of purchase" (90 days of purchase for the Luma Smart Litter Box); separately, its U.S. return process applies a further trigger, "within 30 days of delivery due to non-product-related reasons," for submitting a return application via the Petlibro Return Center. Keep the original packaging - Petlibro's policy states items "returned without a valid RMA will be disposed of, and no refund will be issued."
• For a defective unit still under Petlibro's 24-month warranty, Petlibro's Refund Policy says it will do one of "(1) replace damaged parts, (2) replace with a product of equal value, or (3) issue a full or partial refund," while it "reserves the right to determine if the product is defective." Its process says to "contact customer support here to arrange the return and possible refund" and then "follow instructions from the customer support team"; if a replacement is authorized, "Petlibro will ship these to you at no cost."
• If a subscription (Petlibro Care, Video Cloud, Video Cloud AI) was billed through the Apple App Store or Google Play, Petlibro's own terms say it "does not have the ability to directly cancel or issue refunds" for those - cancel and request refunds through the app store instead.
• If Petlibro does not resolve a complaint, BBB and Trustpilot both accept complaints/reviews about the company; a credit-card chargeback is a further option some BBB complainants report using.

Company background and legal entities

Petlibro's own About Us page says: "Since 2019, Petlibro has designed products for the intertwined lives of pets and their people. From smart feeders with health insights to ultra-filtered automatic fountains, our award-winning products are engineered to magnify the bond between your pet and you." The Better Business Bureau's raw profile data lists a business-start date of November 14, 2019, consistent with that claim.

USPTO trademark records show two separately owned PETLIBRO marks. The original PETLIBRO wordmark for hardware goods - automatic feeders, litter pans, pet waterers, collars, toys and nail grinders, filed beginning in January 2020 - is owned by Shenzhen Libro Technology Co., Ltd. (also filed as "...Co., Limited"), a Chinese limited company based in Shenzhen. A related PETLIBRO application, No. 98143793, covering downloadable mobile apps for controlling pet appliances and video-surveillance installations among other goods, was filed August 22, 2023 and was originally registered to DESIGNLIBRO INC.; USPTO records show its ownership was automatically reassigned to Shenzhen Libro Technology Co., Limited on June 11, 2025 (it registered April 22, 2025 as Reg. No. 7765144). A separate, later application, No. 98526123, covering pet-monitoring cameras, the Petlibro app, and SaaS/PaaS cloud software and services (filed April 30, 2024), plus the "PETLIBRO CARE" and "PETLIBRO CARE PLUS" service marks, remains owned by DESIGNLIBRO INC., a California corporation, as of this check. USPTO's filing for DESIGNLIBRO INC. lists its address as 2445 Augustine Drive, Suite 150, Santa Clara, California 95054 - the same address Petlibro's own Contact Us page (which calls it "our office address," not a headquarters) gives as its office. DesignLibro Inc. is also the entity named as defendant in the ADA and product-liability lawsuits and as plaintiff in the counterfeit-enforcement lawsuit described below. That counterfeit-enforcement complaint, filed by DesignLibro in September 2026, states a different address for itself: "Plaintiff Designlibro is a company having its principal place of business at 2570 N. First Street, Suite 440, San Jose, CA 95131." This page reports both addresses as found in the respective records rather than reconciling them. Ownership records alone establish only that each mark is owned by the entity named on its own USPTO registration; separately, in an October 2024 Trademark Trial and Appeal Board opposition proceeding (Opposition No. 91294829, filed jointly by both companies and sustained by default in January 2025 after the opposed applicant did not respond), Shenzhen Libro Technology Co., Ltd. and DesignLibro Inc. stated in their own notice of opposition: "Designlibro is a related company of, and controlled by, Libro Tech." That is the companies' own representation in a USPTO filing, not an independent USPTO finding.

Petlibro sells directly at petlibro.com (plus uk.petlibro.com, de.petlibro.com, fr.petlibro.com, au.petlibro.com and jp.petlibro.com) and lists Best Buy, Chewy, Petco, PetSmart, Target, Walmart and Costco as authorized U.S. retailers on its own Refund Policy page; that same page lists an Amazon Petlibro brand store as the authorized retailer for Australia, Canada, Germany, France, Japan and the UK, but does not list Amazon among the authorized U.S. retailers. It states purchases from unauthorized third-party sellers are not covered by its warranty or 30-day return guarantee.

An attempt to independently verify DESIGNLIBRO INC.'s California Secretary of State filing (bizfileonline.sos.ca.gov) was blocked by that site's bot-detection system during this research and was not completed; that detail is reported only from the USPTO record above.

Complaint record: USAComplaints, BBB and Trustpilot, reported separately

Several sources track complaints and reviews about Petlibro, and this page reports each separately rather than blending them into one figure:

• USAComplaints: 0 complaints submitted about Petlibro on this site as of September 29, 2026.
• BBB: Petlibro (listed under Pet Supplies, Santa Clara, CA) is not BBB accredited and carries a BBB Rating of F - BBB's stated "Reasons for rating" are "Failure to respond to 64 complaint(s) filed against business" and "109 complaint(s) filed against business." BBB shows 109 complaints in the last three years (65 closed in the last 12 months) and a separate customer-review score of 1.05 out of 5 from 43 reviews. Individual BBB complainants alleged difficulty obtaining returns, warranty replacements or refunds, unexpected subscription charges, and feeder failures during the August 2026 outage - for example one complainant wrote "All I want is a refund or replacement," and another wrote that "Petlibro has not responded"; these are individual consumer allegations, not independently verified by this page, and the complaints sampled during this check were shown with an "Unanswered" status.
• Trustpilot: a claimed profile (since December 2020) showing a TrustScore of 3.4 out of 5 from 1,009 reviews. Trustpilot's own AI-generated summary of recent reviews describes mixed-to-positive sentiment ("most reviewers were somewhat happy with their experience overall"), which reads more favorably than the BBB reviews and than an individual review sampled during this check describing two defective products and a slow support/escalation process (later updated to 3 stars after Petlibro replaced both units). Trustpilot states it does "not fact-check reviews." Trustpilot's own data on this listing also states that Petlibro "invites their customers to review, whether positive or negative," and that it has "replied to 72% of negative reviews," typically "within 2 weeks."

Because each source covers a different population, time window and methodology, none of these figures is added to or averaged with any other. Readers may notice that Petlibro's BBB complaint volume and F rating sit alongside a markedly higher Trustpilot score; this page reports that gap without drawing a conclusion from it.

Lawsuits naming Petlibro / DesignLibro Inc.

A CourtListener search for federal cases naming "Petlibro" or "DesignLibro," run September 28-29, 2026, found two relevant dockets, both in the U.S. District Court for the Northern District of Illinois. All allegations below are from filed complaints, not court findings, except where a dismissal or settlement notice is stated.

Figueroa v. DesignLibro, Inc. (No. 1:26-cv-01379), filed February 6, 2026, was a putative class action under the Americans with Disabilities Act (ADA). The complaint states: "Plaintiff is a visually-impaired and legally blind person who requires screen-reading software to read website content," and alleges that "Defendant's website, www.petlibro.com..., is not equally accessible to blind and visually impaired consumers," in violation of the ADA - an allegation from the filed complaint, not a court finding. The docket shows a Notice of Settlement filed April 7, 2026, followed by a Notice of Voluntary Dismissal filed April 30, 2026; the court's minute entry, dated the next day, May 1, 2026 (the docket's own "Date Terminated" field), states the case "is dismissed with prejudice" and that "all pending dates are terminated as moot." No settlement terms were filed on the public docket, so this page does not report any (Petlibro made no specific accessibility commitment stated in the docket that could be quoted here).

DesignLibro, Inc. v. The Partnerships and Unincorporated Associations Identified on Schedule "A" (No. 1:26-cv-11673), filed September 23, 2026 and active as of this check, is a case brought by DesignLibro Inc. as plaintiff, not against it. The complaint states: "Since July 2022, Plaintiff Designlibro has marketed PETLIBRO brand pet fountains. Plaintiff's pet fountains use replaceable filters, which Plaintiff and its authorized retailers market for Plaintiff's PETLIBRO pet fountains." DesignLibro brings design-patent and Lanham Act (trademark/unfair-competition) claims against a list of anonymous online-marketplace seller accounts. DesignLibro, as plaintiff, alleges that the named defendants sell counterfeit or infringing PETLIBRO-branded products; this case does not allege wrongdoing by Petlibro or DesignLibro itself, and is included here only for completeness.

A separate, unrelated action, Cosenza v. DesignLibro Inc. (U.S. District Court, E.D.N.Y., No. 1:26-cv-05123), is a products-liability lawsuit naming DesignLibro Inc. as a co-defendant alongside Amazon.com, Inc. and Amazon.com Services LLC. It was originally filed in the Supreme Court of the State of New York, Queens County (case No. 708576/26) and removed to federal court on August 20, 2026 by the Amazon entities (docket cause: 28 U.S.C. § 1332 diversity; nature of suit: personal-injury product liability). Amazon answered the complaint on August 27, 2026; DesignLibro Inc. answered on September 10, 2026, filing a crossclaim against the Amazon entities, and filed an amended answer on September 16, 2026. The underlying complaint - what product and injury the plaintiff alleges - was not accessible through the free PACER/RECAP archive at the time of this check, so this page does not state those allegations. The case remains pending, with no ruling, settlement, or dismissal on the public docket as of this check.

Is Petlibro Legitimate?

Petlibro is an operating pet-tech brand with products sold directly at petlibro.com and through major retailers including Best Buy, Chewy, Petco, PetSmart, Target, Walmart and Costco (Amazon's Petlibro brand store is listed as an authorized retailer for other countries, not the U.S., on Petlibro's own Refund Policy page). USPTO trademark filings identify Shenzhen Libro Technology Co., Ltd./Limited, a Chinese limited company, as owner of the original PETLIBRO hardware trademarks, and DESIGNLIBRO INC., a California corporation - at the same Santa Clara, CA address the company lists as its own office - as owner of the newer PETLIBRO camera, app and cloud-service trademarks; DesignLibro Inc. was also the named party in the litigation described above. Separately, in an October 2024 USPTO trademark-opposition filing, the two companies themselves jointly stated that "Designlibro is a related company of, and controlled by, Libro Tech" - their own representation in that filing, not an independent USPTO finding. In the searches run on September 29, 2026, no CPSC recall or safety warning and no Health Canada recall for Petlibro/PETLIBRO products were found in those regulators' own search systems; a keyword search of CPSC's SaferProducts.gov consumer-incident database for "petlibro" returned three published incident reports describing overheating or physical damage in Petlibro feeders, including one in which the reporter described burned fingers - these are individual, unverified consumer submissions to a public database, not CPSC findings, warnings, or recalls. Separately, the company is not BBB accredited, carries a BBB Rating of F with 109 complaints filed in the last three years (BBB says 64 went unanswered) and a 1.05-out-of-5 BBB customer-review average, while its claimed Trustpilot profile shows a higher 3.4 TrustScore from 1,009 reviews; a February 2026 ADA website-accessibility class action against DesignLibro, Inc. was settled and voluntarily dismissed with prejudice in April/May 2026; DesignLibro Inc. is also a co-defendant, alongside Amazon entities, in a pending products-liability lawsuit removed to federal court in August 2026 (the underlying allegations were not accessible in the public docket as of this check). This page assigns Petlibro no rating, score or "scam" label of its own; readers can weigh the identity, warranty terms and complaint record above for themselves.

What to know before filing a return or warranty claim

A few points from Petlibro's own policy pages are useful for anyone with a failed device or an unresolved warranty claim but are easy to miss:

• The Refund Policy's warranty-claim route is: "Contact customer support here to arrange the return and possible refund for your Petlibro product," then "Follow instructions from the customer support team for making a warranty claim and returning the product, if needed."
• If a replacement is approved, Petlibro's policy says: "If a replacement product or part is authorized, Petlibro will ship these to you at no cost."
• Petlibro's live status page offers troubleshooting steps and a device-log submission option for an ongoing outage, but as read on this page it states no promised compensation, refund, or replacement tied specifically to the outage.
• Petlibro's Contact Us page states: "we are open from Monday to Friday and will reply to you within 48 hours," and directs quality-related warranty claims to its customer support form.
• Keep the product and all of its parts before starting a claim: Petlibro's policy states "Warranty claims for discarded products will not be processed," and asks claimants to confirm proof of purchase from an authorized seller and that the retailer is on its authorized-retailer list.
• The warranty is country-specific: Petlibro's policy states its "limited warranty is only valid in the country where the product was originally purchased."
• A replacement doesn't restart the clock: Petlibro's policy states "If we replace a product or its parts, the original warranty period will continue to apply."
• Do not ship a return or warranty item to Petlibro's Santa Clara office address. Its policy says: "We have a special shipping address just for returns, which will be revealed when your return is authorized... This is the only Petlibro address that will accept returns."
• Products bought from a third-party retailer instead of directly from petlibro.com follow that retailer's own return policy, not Petlibro's 30-day money-back guarantee.
• For the Luma Smart Litter Box specifically, a return in an unclean state may incur a $60 cleaning fee deducted from the refund, and return shipments from outside the contiguous 48 states may incur additional shipping costs.

Court & Public Records

Company Relationships

• Affiliated with: Shenzhen Libro Technology Co., Ltd.

Frequently Asked Questions