returns policy | www.petmate.com

Return Policy

Return Policy

RETURN POLICY

  1. If you are not completely satisfied with your purchase, Petmate.com offers returns for most items within 30 days of original date of purchase. Items must be returned in unused condition. Used items will not be accepted.
    1. After 30 days from original date of purchase, all sales are final.
    2. Hot Deal items are Final Sale only. Hot Deal items will not be accepted for return.
    3. If you paid for shipping on the original order, we will refund that charge at the ground shipping rate. When applicable, ground shipping on return items will also be credited.
    4. Returns must be shipped freight prepaid (you will need to pay up front for the return and you will be credited as per item c. above). Any return sent back freight collect will be refused.
    5. All returns must be sent back with original packaging and with all original packaging materials.
    6. In the unlikely event that your product is missing parts, please email us at consumerservices1@petmate.com within 30 days of original date of purchase and we will send you the missing parts at no charge to you.
  2. Damaged items
    1. If a package arrives damaged, it’s best for you to refuse the package. If you sign for and keep the package, you should note the damage when signing for it so that a claim may be filed with the carrier.
    2. Damaged products are allowed for replacement or credit within 30 days of original date of purchase.
  3. Defective items
    1. Defective products are allowed for replacement or credit within 30 days of original date of purchase, or during the product warranty period.
    2. Please contact us at consumerservices1@petmate.com before shipping the defective item back to Petmate.
  4. Exchanged items
    1. An exchange will be handled as a purchase/return. You should make a new purchase of the correct item and return the original item back to Petmate in unused condition.
  5. Incorrect item
    1. If the wrong item is shipped to you, please contact Petmate customer service at consumerservices1@petmate.com for further instructions.
  6. Order cancellation
    1. If you wish to cancel your order, you have 30 minutes from the time the order was placed to cancel.
    2. If the order is not cancelled within 30 minutes, you will need to initiate a return after your order is received.
  7. Credits
    1. All credits will be made back to the original payment method. Petmate will request credit to your account within 14 business days from the date that we receive and audit the return. If the item is not returned, then credit will not be issued.
    2. Please note that credit card companies vary in the time it takes to post credits to your account and we cannot control when you will receive your credit.
  8. All product returns should be sent directly to:
    800 W. Stephens St
    Arlington, TX 76017
    Dock 12
    Attention: Consumer Returns