Our primary concern is that our customers are happy, which is why we have the most flexible return policy among any of our competitors. We stand behind every customer and every sale, so if you are not happy with anything, contact us immediately and we will do our best to make things right.
Returns couldn't be made simpler. Just return your item in its original packaging, in the same new condition that it was received, within 30 days of delivery, and we'll refund you.
If you decide to cancel your order order before it ships, please email us immediately at email@example.com and we will cancel you order, with no charge to you.
If your order has already shipped and you want to return it, please do not reject the delivery, unless you have already been instructed by a member of our team. Accept the package and follow the Return Procedures below. If canceled when the order has already shipped, we will not be able to provide a full refund. The original shipping cost and cancellation fees will be deducted.
For a full refund, the item must be returned in its original packaging, in unused condition. Products that are returned missing parts, damaged, dirty, or have clearly been used, may be refused for return or the return amount may be reduced by labor and parts needed to make the product like new. In the case where Pet Pro Supply Company has not charged for shipping (not including Residential Delivery or Liftgate charges) on your order, the original shipping cost may be deducted from the refund in case of a return. If your item(s) shipped LTL Freight, the original shipping cost will always be deducted from the refund.
However, original shipping costs will not be deducted from the refund for non-LTL Freight exchanges or if there was an error on our part (valid for 1 exchange).
Return requests will be accepted from a period up to thirty (30) days of when you received your item(s). Returns may also be subject to an additional restocking fee depending on the item. For questions about specific return eligibility or to initiate a return, please contact us at firstname.lastname@example.org.
*There are exceptions to our Return Policy for some brands of products that we carry. These are noted below:
- Hale Pet Door products. Any Hale products made with glass are custom made and are not eligible for a standard return policy. Due to the completely customized nature of this product, returns will be allowed as a 50% credit toward the purchase of a different Hale Pet Door. The Pet Pro Supply Co. Return Policy applies in respect to time limits only.
- MIM Construction - For all Variocages, we are unable to accept returns due to sizing issues. We ask that customers please measure completely to ensure they are purchasing the right cage for their dog(s) and vehicle, and Contact us if there are any questions.
- Owens Products - We charge up to a 25% restocking fee, plus the cost of return shipping.
- For the following brands, if LTL Freight shipping was used, we will always deduct the original cost of shipping plus any return shipping costs from the refund: Groomer's Best, VetsBest, Pet Lift, Vet Lift, Edemco, Lucky Dog, Rhino, TK Kennels, GoPet
- Email your name, order number, and the reason for your return to email@example.com. Please be specific when explaining the circumstances for your return and provide pictures if necessary.
- As soon as your request is reviewed, we will send you a Return Merchandise Authorization (RMA) number and return shipping label by mail or email. You will then use the return label to ship the item(s) back to us.
- Once your return is received and reviewed, we'll send you an email to notify you that we've received your item and inform you of the status of your refund.
If your return is due to an error on our end, we will gladly pay for return shipping. If the reason for your return is not due to an error on our end, the customer is responsible for return shipping costs.
While extremely rare, it is possible that your item could be damaged while in transit. When your package arrives, please inspect the packaging. If you notice any visible damage, please accept the package and write"Package Damaged" on the form being signed. This protects you in the event that the damage occurred while in-transit. In the event that there is damage to the actual item(s) please send photos to firstname.lastname@example.org and we will help process the return, insurance claim, and/or exchange.
If your item(s) shipped LTL Freight, the original shipping cost will always be deducted from the refund. However, original shipping costs will not be deducted from the refund for non-LTL Freight exchanges or if there was an error on our part (valid for 1 exchange).
Refunds will be issued to the original credit card or PayPal account that you used when placing your order. A refund will automatically initiate after a cancellation or return request has processed. However, if you would like to inquire upon the status of an existing refund, please contact us at email@example.com.