Return Policy

Return Policy

PetProMart, LLC
At our company, we strive to provide the best customer service possible. In order to ensure a smooth and efficient return process, we kindly ask that all customers follow our return authorization procedures. This includes completing our return authorization form, which is required for all returns. Please note that without a completed form and a return authorization number (RA #) clearly written on the outside of the package, we will not be able to accept any returns. We appreciate your cooperation and understanding in this matter. If you need to request a return, please contact our customer service team for assistance before returning your item and we will be happy to assist you in obtaining an RA#. Should you have any questions or concerns regarding our return process, please do not hesitate to reach out to our customer service team for assistance. We value your business and look forward to continuing to serve you in the future. Thank you for choosing our company.

Returns - No Questions Asked Policy
At PetPromart, we strive to provide our customers with the best shopping experience possible. That's why we offer no questions asked returns for buyers who experience remorse or who may have ordered an incorrect size product. To qualify for a return, buyers must reach out to us within 21 days of the product showing a delivered status on the shipping carrier's tracking. This tracking information can be found in your account under purchases or you can use the tracking number on the carriers website. After contacting us, we will provide a Return Authorization Form for you to complete. Please note that we reserve the right to deny returns requested after the 21-day period. Once the form is completed, we will email you a return authorization number and the appropriate return address. Please ensure that the returned order reaches us within 14 days of receiving the RA #. In order to receive a refund or credit, the product must be in its original condition, meaning the tags must remain affixed and the manufacturer's package should be in reusable condition. This is important as we need to be able to resell the item(s). If the product is not in the same condition as a brand new item, we kindly ask that you do not return it to us.

Return Administration Fee
Please note that a Return Administration Fee of 15% will be applied to each item returned, with a maximum of $5 per item. This fee covers the costs of extra handling, administration, and restocking or preparing the item for resale. However, if the item is found to be defective, this fee will be waived. In addition, this fee may also be waived in accordance with applicable laws and regulations in specific locations. Please be aware that the customer is responsible for all return shipping costs. Furthermore, if the item is not returned in its original condition with all packaging and tags attached, the customer may be responsible for any loss in value. If the item is determined to be used, which includes containing pet hair, pet odor, dirt, or signs of wear, the value of the item will be significantly reduced or deemed to have zero value. In such cases, the seller may choose to donate the item to a local pet shelter or rescue without any reimbursement to the buyer. We appreciate your understanding and cooperation in adhering to our return policies.

Exchange Policy
At PetProMart, we want to ensure that our customers are completely satisfied with their purchases. Therefore, we offer exchanges on defective or damaged items. If you receive a product that is not in perfect condition, please reach out to us and we will gladly exchange it for you. However, if you wish to return the product for a different reason, such as wanting a different size or color, we kindly ask that you place a new order. This will allow you to receive the product much sooner than waiting for the return process to be completed. Thank you for understanding and we appreciate your business.

Non Defective Products / General Wear and Tear
At PetPromart, we pride ourselves on providing high-quality products to our customers. However, we understand that there may be instances where a product is damaged due to general wear and tear or non-manufacturer defects. In these cases, we are currently unable to accept returns or exchanges. We strive to provide durable and long-lasting products, but we also acknowledge that normal wear and tear is a natural part of product use. We apologize for any inconvenience this may cause and thank you for understanding our policies. If you have any further questions or concerns, please do not hesitate to reach out to our customer service team. We are committed to providing excellent service and finding solutions to any issues that may arise. Thank you for choosing our company for your product needs.

Cancellation Policy
We understand that sometimes circumstances change and you may need to cancel an order. To accommodate this, we accept cancellation of an order within 24 hours of placing it in which we will provide a full refund. If you do change your mind about an order, please contact us as soon as possible and we will be more than happy to assist you. However, we kindly ask that you reach out to us within the 24 hour window, as we will not be able to cancel orders beyond this time period. Thank you for your understanding and cooperation in this matter.

Insufficient Address
At PetPromart, we understand that mistakes happen and addresses may be entered incorrectly during the ordering process. In the event that we catch the error, we will make every effort to reach out to you and verify your shipping address. However, if we do not receive a response, we will proceed with the address provided during the order. In the rare case that the address is not accepted by our shipping company or if a product is returned to us due to an incorrect address provided by the customer, we will provide a credit for the product minus the shipping charge. We want to ensure a smooth and satisfactory shopping experience for all of our valued customers, so if you still wish to receive the product, we kindly ask that you submit a new order with the correct address. Thank you for choosing us and we apologize for any inconvenience this may cause.

Defective Products or Item not Received as Described
At PetProMart, we take great pride in providing high-quality products to our customers. However, we understand that sometimes items may have manufacturer defects. If this is the case with any item on your order, you may exchange or return the defective product within 30 days of receiving your order. Our team will process and re-ship your exchange or issue a refund once the returned item has been processed, which typically takes 1 to 3 business days. Additionally, we will send you a return or exchange label directly to your email address as soon as your return or exchange is processed. If you have any questions or concerns, please don't hesitate to contact us. Thank you for choosing our store, and we look forward to assisting you with your return or exchange.

Your acceptance of our Return Policy
By placing an order, you are agreeing to this policy. If you do not agree to this policy, we kindly ask that you refrain from using our website.

Changes to Policy
PetProMart reserves the right, in its sole discretion, to change this policy without notice. The most current version of our policy will supersede all previous versions. PetProMart encourages you to periodically review our Return Policy to stay informed of our updates.

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