Last Updated: January 2024
Our Commitment to Your Satisfaction
At Pet Supplies Sales, we understand that your pets are family, and we want you to be completely satisfied with every purchase. Just as we carefully select products that meet the highest standards of quality and safety for your beloved pets, we stand behind the products we sell and are committed to making your shopping experience worry-free.
Return & Exchange Timeframe
We accept returns and exchanges within 15 days from the date you receive your order. This gives you plenty of time to ensure the products work well for your pets and meet your expectations.
Return & Exchange Process
Follow these simple steps to return or exchange an item:
- Contact Our Customer Service Team
Email us at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all the necessary information. - Wait for Authorization
Our pet-loving customer service team will respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and return instructions. - Package Your Item
Securely package the item in its original packaging, including all tags, accessories, and documentation. Include a copy of your order confirmation or packing slip. - Ship Your Return
Ship the package to our address using a trackable shipping method. We recommend insuring your return package. - Receive Your Refund or Exchange
Once we receive and inspect your return, we’ll process your refund or ship your exchange within 3-5 business days.
Return/Exchange Request Template
Copy and paste this template into your email to [email protected]:
Subject: Return/Exchange Request – Order #[Your Order Number]
Email Body:
Dear Pet Supplies Sales Team,
I would like to request a [return/exchange] for my recent order.
Order Information:
Order Number: [Your Order Number]
Order Date: [Date Ordered]
Product Name: [Product Name]
Product SKU: [If available]
Reason for Return/Exchange:
[Please describe why you’re returning or exchanging the item]
Preferred Resolution:
[ ] Refund to original payment method
[ ] Exchange for [specific product if exchanging]
[ ] Store credit
Contact Information:
Full Name: [Your Full Name]
Email: [Your Email Address]
Phone: [Your Phone Number]
Thank you for your assistance.
Sincerely,
[Your Name]
Refund Processing
Once we receive your returned item and complete our inspection:
- Refund Timeframe: Refunds are processed within 3-5 business days after we receive your return
- Payment Method: Refunds are issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
- Bank Processing: Depending on your financial institution, it may take 5-10 additional business days for the refund to appear on your statement
- Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error
Important Notes & Non-Returnable Items
To ensure the health and safety of all pets, certain items cannot be returned or exchanged:
- Opened Pet Food (Cat food, Dog food, Coldwater food, Bird food, Cat treats, Dog treats) – For health and safety reasons
- Used or Damaged Products – Items must be in original condition with tags and packaging
- Personalized or Custom Items
- Products Missing original packaging or documentation
All returned items must be unused, in original packaging, and in resalable condition.
Exchange Policy
We’re happy to exchange items for:
- Different size or color of the same product (subject to availability)
- Different product of equal value
- If the exchange item costs less, we’ll refund the difference
- If the exchange item costs more, you’ll pay the difference
Need Help?
Our pet-loving customer service team is here to assist you with any questions about returns or exchanges:
Email: [email protected]
Address: 13005 Mills Edge Court, Louisville, US 40272
Response Time: 1-2 business days
We’re committed to making sure both you and your pets are happy with every purchase from Pet Supplies Sales!
Pet Supplies Sales – Treating Your Pets Like Family Since Day One