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How to Return an Item
If you would like to return an item, you must first request a Return Merchandise Authorization number (RMA) within 60 days of the date your order shipped. Just call us here at 1-888-993-2738 or email Us to request your RMA number. Beyond 60 days, you must contact the manufacturer directly for warranty service. For more information on product warranties, please click here.
I’m having trouble setting up my product. Does PetStore.com offer technical support?
We sure do! Our technical support staff is comprised of experienced pet experts who have a ton of experience caring for dogs, cats, reptiles, fish and other pets. Before sending in your return, we encourage you to contact us so we can help diagnose your problem. More often than not, a little troubleshooting is all that is required to get your new product up and running. Plus, we love talking shop with our customers.
What if I want to change my order after it has already shipped?
If you change your mind about an order when it is already in transit, the best thing to do is contact us. We can contact the shipping courier and have your order re-routed back to us for a nominal fee. Alternatively, you can accept delivery, set up a return online and get a pre-paid return shipping label to send the item(s) back. The cost of return shipping will be deducted when we process the return and issue your refund. You can also send the item back to us using the shipping courier of your choice.
What happens if I was shipped the wrong product or it arrived defective?
Please accept our sincere apologies! In most cases, we can send a replacement or refund you for your purchase, provided the returned item(s) are received back in their original packaging, along with all accessories, warranty cards, manuals, software, cables, etc., where applicable. Contact us for assistance.
A small segment of the hundreds of brands we carry require that customers contact them directly if/when problems arise. Don’t worry: these companies are among the top aquarium supply manufacturers in the industry. The reason they ask customers to work with them exclusively is because they have stringent quality control standards and their own specially trained technical support teams. These companies will offer customer support and repair or replace defective merchandise. Keep in mind we in no way discourage you from contacting us first. We’re happy to help troubleshoot any problems you’re experiencing and will only refer you to the manufacturer if absolutely necessary
What happens if I ordered the wrong item, wrong size or am unhappy with my purchase?
We will refund you for your purchase (minus the shipping cost), provided the returned item(s) are received back in their original packaging, along with all accessories, warranty cards, manuals, software, cables, etc. Provided your purchase is in new and unused condition. When your return is received, you will be issued a refund to your original method of payment (your credit/debit card or PayPal account, for example) for the merchandise only.
Can I exchange one item for another?
What we would do here is set up your RMA for a refund. Then you can just purchase the item you want on our website. Call us here at 1-888-993-2738 or email us to request your RMA number.
What do I do if a product in my order was delivered damaged?
Although rare, orders are sometimes damaged while in transit by the shipping courier. If you believe your order was damaged, please contact us so we can file a claim on your behalf with the shipping courier.
What do I do if there is something missing from my order?
The first thing you will want to do is verify you have received a box for each tracking number associated with your order. If all the boxes have been delivered and you are still missing an item, please check all of the packing material, especially for smaller products. If you come up empty-handed, contact us as soon as possible so we can investigate. We want to make sure you get what you paid for! If you received all of the products in your order but are missing a part (a piece of tubing, for instance), please contact us so we can get you the missing component. Sometimes we have spare parts in our warehouse; other times we may have the manufacturer send it to you directly from their factory. Every situation is a bit different, but the bottom line is we will make sure you have a complete, fully-functional product or offer you a full refund. If the missing part is something minor you can easily pick up from a local store, we may offer you a partial refund. Either way, we will find a solution that makes you happy.
Does PetStore.com charge a restocking fee?
We hate restocking fees. That is why in 99.9% of cases, we do not charge a restocking fee. Some companies do to discourage their customers from returning products, but we understand things happen and we are not going to penalize you for it. However, there is one exception. If you place an order with us and refuse delivery, we will charge your original method of payment (your credit/debit card or PaylPal account, for example) a 25% restocking fee. The reason we do this is because the shipping courier charges us the return shipping costs if you refuse the delivery.
How do I check the status of my return?
We will keep you updated via email. When you first set up your return, we will send an email with all the details and instructions you will need to know (the email will basically reiterate key information from this page). If you are returning an item for replacement, we will send an email with your tracking number once the replacement item ships. You will also be able to track your replacement order online. If you are returning an item for refund, we will send you an email to let you know once we have credited your original method of payment (your credit /debit card or PaylPal account, for example).
How long does it take to process a return?
Once a return has been delivered to PetStore.com and inspected, you will be mailed a replacement (generally within 2 business days) or receive a refund to your original method of payment (your credit /debit card or PaylPal account, for example), depending on the Return Type you selected when acquiring the RMA. It usually takes credit/debit card companies 2 to 3 business days after a refund is issued to process the transaction and make the funds available in your account.
Does PetStore.com provide a return shipping label?
To make returning merchandise easy and hassle-free, you may use our pre-paid FedEx return shipping label. You pay nothing up-front; the cost of return shipping will be deducted from your refund. If you have chosen replacement as your RMA type, we will charge the credit/debit card on file in your account for the cost of return shipping. Contact us to get your return shipping label. We will explain in greater detail how to package your return below but, as for as the return label goes, just print and tape it to the outside of the box you send us. Keep in mind you do not have to use our return shipping label. You can also ship the item(s) back yourself using the courier of your choice. Should you choose to do that, we do recommend getting a tracking number for the shipment, just to be safe.
How do I pack my item for return?
The item itself should be placed back inside the original packaging, along with all accessories, warranty cards, manuals, software, cables, etc., where applicable. If you still have the original shipping box and packing material (peanuts, air pillows and/or paper), we encourage you to use them again when you send in your return. If you no longer have the original shipping box and packing material, you will need to make other arrangements. If you are using our pre-paid return label, you can package the return at a FedEx Office store when you drop it off for shipment. Please be sure to write your RMA # clearly and conspicuously on the outside of the shipping box. If you choose not to use a label provided by us, ship your package back to the following address:
RMA: [ include your RMA# here ]
14271 Corporate Drive
Garden Grove, CA 92843