Return & Exchange Policy
Unused merchandise with tags attached in ORIGINAL condition with original purchase receipts can be returned within 14 days for a same-day, in-store EXCHANGE ONLY.
We do not issue refunds nor in-store credits for returned merchandise and cannot honor exchanges or credit for any merchandise that has been used, or is not in its original condition. We are not responsible for any damage that is caused by your pets to any of the merchandise.
In addition to the above please note the following:
Custom Orders – Are Final Sale.
Sale Items – All ‘Sale’ items are Final Sale.
Food, Treats and Supplements* – Cannot be returned for health reasons.
Beds, Blankets, Clothing and Carriers – Cannot be returned for health and safety reasons.
If you are needing to return your online purchase, we will happily exchange your purchase or credit your on-line account within 14 days of receipt with original tags in unused condition.
Only returns with a RETURN MERCHANDISE AUTHORIZATION NUMBER (RMA) will be processed. To receive a RMA number please contact us here to begin the approval process. Once we receive the returned merchandise and required information we will process the exchange or on-line credit.
ALL shipping charges for the returned and shipped exchanged items are the responsibility of the customer.
*If you believe that there is an issue beyond your pet simply not liking their food, supplement and/or treat, and you are concerned that there is a potential problem or 'defect' with the product, we request you contact the manufacturer directly. The companies that we represent are ethical and responsible, and they take great pride in providing a product of superior quality. If there is a problem, they will want to hear from you directly, so they can ask all the questions necessary to evaluate the situation, firsthand. Feedback is important to these companies so they can continue providing the best product possible. You can find the contact information for every company on the package. Please have the package, including the 'lot #' readily available when contacting them.
* It is important to note that dogs and cats, just like us, will have preferences, likes and dislikes, and not every pet will like, or do well on every food. That does not mean that the there is anything wrong with the food or treats. Your pets are unique individuals. If you are finding it a challenge to introduce new foods or treats and your pet is being 'picky' or 'stubborn', we have a great article to help you out (You can read it HERE). We also welcome you to stop by either location -- we will be happy to provide even more suggestions and solutions! We want you, and your pet, to be happy and healthy!
It is important to us that we can guarantee there has been no break in the chain of supply from manufacturer to customer. Our reputation (and the reputation of our products) depend on this security standard.
We want to foster 'Conscious Consumerism' and discourage 'Return Culture' which has become so prevalent in our society, as it is wasteful, selfish and disrespectful to all parties involved, including animals and our planet. It is also wasteful and it 'dis-honours' the animals that gave their lives to make species-appropriate food for our carnivores. Animals are not a simple commodity.