Refunds & Returns

How we handle refunds and returns...

If you’re checking out this page, it’s a pretty safe bet that you’re either considering making a purchase from us or you already have. In either case, we would like to say ‘thank you.’ You have a ton of choices for pet products these days, so your support of our business means a lot to us.

And speaking of our business, the whole reason we formed it was to make pets – and their guardians (that’s you!) – happy. Not just the first time. Every time. Whether you interact with us in our store or on our website, it’s our goal to make refunds and exchanges as easy as possible.

That means if you – or your pets – are not delighted after a purchase you’ve made, we want to hear from you.

IN-STORE RETURN POLICY

New, unused products with all tags and packaging attached - as well as all food, treats and supplements - can be returned with original receipt within 30 days of purchase for a full refund, exchange or store credit. All refunds will be issued in the same format as the original purchase.

Without an original receipt, we can only offer an exchange or store credit at the lowest advertised price within the past 30 days.

We DO NOT issue refunds or exchanges for any of the following, regardless of condition of merchandise:
- Special order items
- Products purchased more than 30 days ago
- Products that have been used in any way, including damaged toys/chews *
- Pet beds, mats and blankets
- Pet crates and carriers
- E-collars, cones and inflatable collars

* Select manufacturers offer their own replacement guarantees and may allow for the return/exchange of merchandise either to us or to them directly (such as Kong, Lupine, West Paw and Planet Dog). Please contact the store for brands that may offer return exceptions.

We reserve the right to deny the return of any item that is not resellable or does not meet our return requirements.

ONLINE RETURN POLICY

Online sales present some complex challenges when it comes to shipping, product replacement and returns.

For this reason, if you've purchased and item from us online that you would like to return, simply send us an email within 30 days of receiving your purchase to tell us what’s happened. Whether a refund is appropriate or a product replacement, exchange or store credit makes more sense, we’ll work together to make it right.

Keep in mind, we cannot offer a return or exchange of any kind on items that were purchased more than 30 days ago or items that fall into the categories outlined above in the in-store return policy section.