Overview

Value Pet Supplies aims to ensure complete satisfaction with all purchased products. If something does not meet expectations or work out for any reason, let us know within 30 days of the original delivery date to start a return.

Subject to a few common sense restrictions outlined below, we accept returns on most unused pet items in new condition along with carrier processing fees reimbursement when the return results specifically from our error (like shipping incorrect or damaged goods). Continue reading for full return policy details.

Time Limit

Customers have 30 calendar days from the original delivery date to initiate a return request by contacting Customer Service. This provides adequate time to inspect products carefully after receipt and confirm everything meets your needs before surpassing return eligibility windows.

We process refunds back to the original payment method once returns show delivered back to our fulfillment centers and undergo brief quality inspection – typically within 3-5 business days. Let us know upfront if you prefer an identical replacement order placed immediately instead of waiting for reimbursement processing.

Returns outside the 30 day limit may still be accepted at management discretion if unique circumstances apply. For example, specialized veterinarian prescribed pet foods or medications may elongate realistic trial periods before determining product suitability. Get in touch regarding exceptions like health-related cases warranting more time.

##Return Reasons

Essentially any reason causing disappointment with your purchase is valid grounds for returns. Our team won’t question your motives – we just want the opportunity to make things right!

Certain categories like personalized products cannot be returned after production to your custom specifications unless we made direct manufacturing errors. Please review all design proofs carefully before approving to prevent unwanted costs remaking custom pieces. Food items also cannot be returned once containers are opened.

See below for additional item-specific policies. But we aim to maintain flexibility accommodating your needs wherever feasible.

Instructions

To initiate returns within 30 days of original delivery:

  1. Have your 7-digit Order Number and item(s) needing return handy along with reason details
  2. Email Customer Service or chat via website portal during business hours
  3. We’ll respond with next steps, expected reimbursement and answer any other questions!

Once approved, you’ll receive a pre-paid return shipping label to affix on packages along with potential alternate solutions if suitable replacements can ship immediately. We’ll also issue refunds back to your original payment method within 3-5 business days after the return delivery scans back at our fulfillment center pending routine condition checks.

You may use any carrier of choice to ship returns but tracking information showing pickup receipt is required on our end to prevent lost package claims. We reimburse standard ground shipping fees when return reasons stem from our direct error – wrong items, damage, defects etc. The customer covers shipping costs for changes of mind/preference.

Please pack returns with ample padding in secure boxes. We cannot issue refunds if items sustaining further damage from insufficient packing during the return transit. You’ll also need to remove any free promotional gifts received alongside original shipments unless those individual items are part of the return request.

We’ll send a confirmation email once your return request successfully processes through the system then follow up again when reimbursements finalize. Contact Customer Service with any other questions!

Refund Types

Payment method refund types issued once returns show delivered back to our fulfillment centers:

For original credit/debit card and PayPal purchases, please allow an additional 1-5 business days after our refund issuance for bank settlement into the appropriate account depending on individual institution processing.

Let Customer Service know if the return reimbursement does not show as expected into original payment accounts after 7 total business days. We’re happy to investigate delays!

Return Shipping Cost Reimbursement

We aim to make returns as fast, convenient and inexpensive as possible for the customer. To ease any financial burden, we reimburse return shipping carrier fees when the reason directly results from an error on our end – shipping incorrect/damaged items, overlooked substitutions, defective merchandise etc.

In these cases, simply use the prepaid return label provided or any carrier of choice making sure to retain the tracking number and receipt showing actual rates paid. Email Customer Service copies of your shipping documents so we can process appropriate reimbursements along with the product refund after safe delivery back to our building.

For customer-driven return reasons like simple changes of mind, preference, sizing etc, return freight remains the responsibility of the purchaser as the items were initially delivered as intended in new, undamaged condition. We still happily accept returns and provide fast refunds in these situations – we just cannot absorb open-ended shipping costs without cause from our team.

Apologies for any inconvenience but we try keeping these logistics fair and sustainable on both ends! Please reach out with any special cases where return shipping costs may pose specific hardship. We’ll always consider exceptions as reasonable.

Item Specific Policies

While we aim for consistency across the board, some products necessitate more stringent return policies due to external factors like perishability, personalization, classifications as hazardous materials by carrier regulations etc.

See below for category-specific restrictions supplementing our standard 30 day guarantee:

Pet Food

Medications

Custom Products

Live Animals

Products Missing Original Packaging

Sheet Sets, Bedding, Blankets

Lost or Damaged Return Shipments

We aim to make returns and subsequent refunds as seamless as possible. But the process depends on our team safely receiving your return shipment back to initiate next steps.

If tracking shows delivery confirmation but packages do not actually arrive at our building, this typically indicates external loss or theft from the carrier trailers after final scan. Let Customer Service know ASAP with the tracking information and we can launch claims for reimbursement.

Likewise if packages complete the transit but show up with visible external damage, take carrier-compliant photos as proof and email to our team before opening. We’ll need to submit visual evidence of impairment when disputing with freight lines. Carefully inspect inner contents for completeness and condition issues as well once unboxed.

If inner products themselves show unexplained damage not present originally, again capture images as documentation for claims filing.

While we take no responsibility for carrier mishaps in transit, we’ll vigorously pursue compensation for your lost items or value impairments incurred during return freight. This is generally easier providing evidence upfront before handling or discarding anything.

Apologies for the inconvenience! Please send us pictures and details so we can advocate on your behalf with shipping providers and attempt reimbursements where eligible. Let us know if any other questions come up!

Refund Denials & Modifications

While quite rare, Value Pet Supplies reserves the right to refuse or adjust return reimbursements in certain scenarios signifying excessive use and wear rendering items unfit to resell or recoup full original value. Some examples:

If we must make adjustments or deny refunds, Customer Service will communicate reasoning transparently over email beforehand while trying to offer solutions where possible. We aim for objectivity assessing individual circumstances, not blanket decisions without context.

Disposal or Reshipment of Unwanted Items

For declined returns where issuing any refund proves impossible but customers no longer want associated products back for whatever reason, we can arrange a few options depending on exact items:

  1. Safely dispose of materials locally following proper protocols
  2. Donate usable goods to charitable organizations where applicable
  3. Provide discounted prepaid shipping labels for customers to keep and repurpose items

Let us know preference over email. We’ll make sure you don’t end up out of pocket plus stuck with unwanted products however feasible. Thanks for understanding we cannot simply trash expensive inventory – our solutions aim to benefit all parties!

Still Have Questions?

If any other return-related questions pop up, never hesitate reaching out to our Customer Service team online or phone/email support around the clock using account contact information on file!