Our Commitment to You and Your Pets

At Pet Supplies Sales, we understand that your pets are cherished family members. That’s why we’re committed to providing not only high-quality pet products but also a seamless shopping experience from delivery to returns. We carefully select each item in our collection to ensure it meets the highest standards of quality and safety for your beloved companions.

Shipping Information

Order Processing Time

We process all orders within 1-2 business days after payment confirmation. You’ll receive a shipping confirmation email with tracking information once your order leaves our warehouse.

Shipping Methods & Timeframes

We offer two convenient shipping options to accommodate your needs:

Standard Shipping – $12.95

  • Carrier: DHL or FedEx
  • Delivery Time: 10-15 business days after shipment
  • Includes tracking and insurance
  • Recommended for time-sensitive orders

Free Shipping

  • Available on orders of $50 or more
  • Carrier: EMS
  • Delivery Time: 15-25 business days after shipment
  • Includes basic tracking

Shipping Regions: We ship worldwide, excluding some Asian countries and remote areas. Please contact us if you’re unsure about delivery to your location.

Returns & Exchanges Policy

Return & Exchange Timeframe

We accept returns and exchanges within 15 days from the date you receive your order. This gives you ample time to ensure the products work well for your pets and meet your expectations.

Step-by-Step Return Process

  1. 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 necessary information.
  2. Wait for Authorization
    Our pet-loving customer service team will respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and detailed return instructions.
  3. Package Your Item Securely
    Place the item in its original packaging, including all tags, accessories, and documentation. Include a copy of your order confirmation or packing slip.
  4. Ship Your Return
    Send the package to our address using a trackable shipping method. We recommend insuring your return package for protection.
  5. 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 Email 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

Refund Timeline & Methods

  • Processing Time: Refunds are processed within 3-5 business days after we receive and inspect 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 – Including Cat food, Dog food, Coldwater food, Bird food, Cat treats, and 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? We’re Here for You!

Our pet-loving customer service team is dedicated to assisting you with any questions about shipping, 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