Refund Policy

Pets A Family Owned Pet Store 30-DAY SATISFACTION GUARANTEE RETURN POLICY

Items that are unused, and resalable in new condition with original packaging may be returned for a refund within 30 days of the delivery date unless otherwise noted on the product page or below.

You must contact us within 30 days of delivery to let us know you intend on returning the product.

A restocking fee of 15% is charged for items that are returned to the store.
Once an item is physically shipped, we cannot make any changes to the order. If you refuse an item at delivery and it's too late for us to cancel your original shipment, then our return policy will apply when returning that specific product.
If you are not satisfied with your purchase, we will refund the product price minus and applicable fees.
The shipping fee charges are nonrefundable, so please make sure to double check your order before you place it.
By returning the item, you are responsible for any return shipping charges.
Refunds will be applied to the same payment method used when you originally made your purchase.

The following cannot be returned

Parts which are eligible for warranty under the manufacturer's guidelines.
Products that have had their original manufacturer packaging opened, such as a package with missing or damaged seals.
Products that have been out of their original manufacturers' packaging.

If you wish to receive a refund, it is the customers responsibility to return the item in resalable condition. A returned merchandise inspection will be conducted before issuance of any refunds or exchanges.

If an item is damaged during the return transport, customers are responsible for filing a claim with their respective shipping carrier. Customers will not be refunded in this case.

To return your product, please email our customer service team at:

returns@pets-afamilyownedpetstore.com with a brief explanation of the reason for your request.

DAMAGES

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery. If your item(s) do arrived damaged, please send photos to returns@pets-afamilyownedpetstore.com and we will process an insurance claim on your behalf.

CANCELLATIONS & RETURNS:

We are committed to following all the rules and guidelines our suppliers give us.

Pets A Family Owned Pet Store is committed to providing you with the best customer experience possible. If we have to cancel your order, there will be no need for worry! You can contact our customer service and get a full refund of any cancellation fees as long as it is made within 48 hours of purchase.

All cancellations after 48 hours will be subjected to a cancellation fee and the customer will be responsible for paying any return fees for the product, unless there is an unforeseen circumstance with your purchase, in which case we will proceed according to the supplier's standards.

Pets A Family Owned Pet Store's 10% cancellation fee will be taken from the refund, together with any expenses incurred under the regulations of our suppliers as well as losses we incur from our credit card processing company we issue refunds.

If you have used the product several times and it is deemed "used," we will not accept any refunds or returns; the goods must be returned in a "like new" condition to be eligible for a refund.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

We want our customers to have a great experience when they buy from us, so we do everything possible to make sure the customer is happy.

Return Procedure

All return request "must" be submitted in writing and sent to
returns@pets-afamilyownedpetstore.com
If return is approved you will receive an email notification from us on how to proceed with return.
When you are returning an item, please pack the product securely in its original packaging and include any other paperwork requested by the company.
To avoid any issues, we recommend taking a picture of the package and/ or item before shipping your order.
We will either provide you a return shipping label or, if your order was delivered by one of these carriers(UPS/FedEx),you can use their Ground services to ship it back.
If your item is large and was shipped with an LTL Freight carrier, make sure it's boxed up on a pallet so you can schedule a pickup with the same LTL Carrier.
Please provide us with the tracking number
Once your return item is received and inspected, we will email you to notify that it was successful. We'll also let you know if there are any issues with the refund process or not.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

For any additional information or questions about our Return and Refund Policies, please contact us at

returns@pets-afamilyownedpetstore.com

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