Return Policy

YOU MUST OBTAIN RETURN AUTHORIZATION BEFORE RETURNING ANY PRODUCT.

You may return most new, unopened items within 30 days of delivery for a full refund*, less shipping charge. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, submit your return request through your online account, or by CLICKING HERE. Remember, we do not pay return shipping unless the error is ours. If it's your mistake, unfortunately you pay the shipping. If your order was shipped under our "Free Shipping" offer, and the return is not our fault, the actual shipping charge will be deducted from total refund.

Need Help with a Return?

Our very helpful customer service team is here to serve you from 9am - 3pm, Monday - Friday and can be reached toll free at 1-866-454-PETS (7387). You may also contact us via email 24/7. We'll be happy to provide you with an RMA (Return Merchandise Authorization) number and instructions for returning your product. Please remember that all returns MUST have an Return Merchandise Authorization before it can be accepted at our warehouse. 

*Restocking charge - RESTOCKING FEES of up to 25% may apply, depending on the item. Some items are shipped directly from the manufacturer and carry a restocking charge if returned. In particular Sports Products (20%), Pet Gear (25%), K&H (25%), Ergo (25%), and Midwest Products (25%). You will be advised of any restocking charge before you receive you return authorization. 

*Please Note: Due to safety standards and other regulations, we cannot accept returns for the following categories: Pharmacy Items, Books, Food, Dewormer, Flea and Tick Topical Treatments, Special Orders (non-stock or large quantities of in-stock items), Discontinued Items and other select products. Personalized items cannot be exchanged or returned unless there was an error on our part (damaged, defective, wrong item sent, etc.)