What is your return/refund policy?
In order to return merchandise you must obtain a return authorization number from your account manager. All returns must be shipped back to us within 30 days of purchase. Merchandise returned to our warehouse will incur a 20% restocking fee. Returned merchandise must be in new condition, completely clean of pet hair, stains and odor. The products must have their original tags still attached.
What if an item is defective?
If an item is found to be defective within 30 days of purchase, we will replace it with the same item. Please click here to contact us, to let us know of the issue. We will then issue you a Return Merchandise Authorization number (RMA) via email and provide instructions on getting the product back to us. A RETURN AUTHORIZATION NUMBER MUST ACCOMPANY ANY RETURN IN ORDER FOR IT TO BE PROCESSED. We will not accept any return without one.
When emailing about a defect, please state the following information: your order number, with your name and the nature of the defect, and attach some photos if possible. Once the defective item is received back into our warehouse (shipping it back is your responsibility), we will promptly ship a new replacement to you free of charge.
Any item returned must have ALL original parts and packaging, batteries if applicable, cords, controls, blank warranty cards, instructions etc.
If a customer cancels its order once it has shipped or refuse the order at time of delivery, we will only refund the amount of the products that he ordered. Shipping costs are not refundable and we will have to apply a 20% restocking fee on all returned items.
Refund payments will be made using the same payment method you used to make the initial purchase.
If an item is defective and is accepted to be returned and we do not have a replacement in stock, we will refund the full amount of the item to the customer.
If a customer wants to cancel an order and send us an email before shipping the order, we will refund the full amount of the order.
Can I cancel my order?
In most instances, your order is processed and shipped the same day so you get it quickly. Therefore, there is no way to cancel an order once it has been submitted. Please order carefully.
I want to cancel my order but it has already been processed
Unfortunately we are unable to cancel your order once it has been processed at our warehouse. Please be advised, if you no longer wish to receive this order we suggest you mark the package RTS (Return to Sender) and refuse the order at time of delivery. Please note that the shipping box must remain sealed to refused an order. Shipping costs are not refundable and we will have to apply a 20% restocking fee on all returned items.
Items in our online shop have stock and are ready to send. On rare occassions at peak selling periods we may have some out of stock issues from customers ordering items at the same time. When we are unable to ship an already ordered item, we will refund this amount to your card or PayPal account with the price of the article. We work hard to keep our stock levels as accurate as possible. Occasionally errors occur, although they are rare.
If I add a wrong delivery address, will it be shipped to me?
Please take care in providing your shipping information. What you provide is exactly how your shipping label will be printed. Orders returned to us as undeliverable will result in a 20% restocking fee and no shipping refund will be issued.
What is your return address?
Remember, before sending back any product, you must contact us to request a RMA number. Orders without RMA number can't be refunded/returned. After you get this RMA number, please ship your order to:
Pet Retail Supply
Attn: Returns Department
148 Cypress Ridge Ct
Ridgeland, SC 29936