Customer Care Policy
We will be glad to help carry your purchases to the car.
We will refund purchases returned in original packaging with a receipt within 30 days of purchase. Refunds will be issued in the same form of tender with which the product was purchased.
Goods returned opened or without a receipt can be exchanged or refunded to a gift card. If a Gift Card was used as a partial tender, that returned amount will be placed on a new Gift Card before other tenders are applied.
Final sale on all clearance items.
There are some exceptions to our policy regarding returns and refunds. These include:
- Clearance Items
- Litter Pans
- Sanitary Products (Pet Diapers)
- Cat Trees
- Special Orders
Live Animal Guarantee & Return Policy
Fish are guaranteed for 7 days from the time of purchase. For a full return, a customer must bring in the fish to the store it was purchased from, along with the original receipt.
If the problem involves the loss of a fish, please bring in a sample of the aquarium water for testing (min. 2 oz.) in a clean container, separate from the fish.
If the results are within safe levels, we will replace the fish with a fish of equal value.
If the results reflect dangerous levels to the fish, our Pet Experts will educate the customer on how to adjust their water chemistry. We will issue a gift card to be used when the water is safe.
Acceptable pH levels are between 6.6-7.6, and acceptable ammonia levels are between 0.0-0.25ppm.
BIRDS, SMALL ANIMALS & REPTILES
Birds, Small Animals & Reptiles are guaranteed for 15 days from the time of purchase. This includes pets that pass away, become ill, or are found to have a congenital defect which poses a serious health risk. For a full return, a customer must bring the bird, small animal or reptile back to the store it was purchased from, along with the original receipt.