Return Policy

Petstore.com’s number one priority is your complete and utter satisfaction. That is why we have staffed our customer service department with friendly, well-trained pet enthusiasts who are always available to address any questions or concerns you may have. Drop us a line today at customercare@petstore.com or call us directly to chat. If you would like to return a product, please note that Petstore.com will only accept new and/or unused items. Petstore.com will not accept a returned product if the item has been previously opened. It is best to inspect each item’s packaging and labeling carefully before opening to be certain that you received the correct product. All returned products must be 100% complete in original packaging and in resalable condition, with all packaging, software, manuals, cables, components, blank warranty cards and other accessories and documentation included.

All returns are subject to a ten percent (10%) processing fee. Original shipping and handling charges are non-refundable and Petstore.com is not responsible for the cost of shipping an item back for return.

Once a return has been delivered to Petstore.com and inspected, you will either receive in-store credit or a refund to your credit/debit card. It generally takes credit card companies 2 to 3 business days after your refund is issued to process the transaction and make the funds available.

Petstore.com will not accept a return unless it has been issued a valid Return Merchandise Authorization (RMA) number. In order to acquire an RMA number, you must contact us within 30 days of your original invoice date. Beyond 30 days, you must contact the manufacturer directly for warranty service. For more information on product warranties, please click here.

You will have 15 days within which to return an item that has been pre-approved with an RMA number. If you fail to return an item within the 15-day period, the RMA number will expire. RMA numbers cannot be extended nor reissued once they expire. Please note that your RMA number must be clearly and conspicuously printed on the outside of the shipping box you send to Petstore.com in order for your return to be processed.

Please send returned merchandise to:

RMA # (Your RMA must be valid and pre-approved by Petstore.com’s customer service department)
PETSTORE.COM RETURNS
1300 E. GENE AUTRY WAY
ANAHEIM, CA 92805

Deviation from the return procedure outlined above may result in a delay of refund, be subject to additional restocking fees, and/or a declination of your return. Under no circumstances are Petstore.com customers or anyone else permitted to use Petstore.com's shipping account numbers. Anyone found using Petstore.com’s shipping account numbers are in violation of this policy and shall be prosecuted to the fullest extent of the law.

Petstore.com is dedicated to the ideal of complete customer satisfaction. We want to make sure that we keep all of our customers—and their pets—happy. If you experience a problem with one of our products, simply contact us so we can work toward a speedy resolution. We promise we will do everything in our power to make sure your shopping experience is pleasant by answering your questions, addressing your concerns and assisting you when you need to return an item.

RMA (Returned Merchandise Authorization)

All products returned to us must be accompanied by a valid Returned Merchandise Authorization (RMA) number issued by us within 30 days of your original invoice date. After 30 days from purchase we can no longer issue an RMA and will refer you to the manufacturer for warranty service. RMA’s expire 15 days after they are issued and cannot be extended or re-issued. All returned products must be 100% complete in original packaging and in resalable condition, with all packaging, software, manuals, cables, components, blank warranty cards and other accessories and documentation included. A valid RMA number must be written clearly and conspicuously on the outside of the packaging. Incomplete or unauthorized returns will be refused.

Any deviation from the returns process outlined above will result in a delay of your refund, an additional restocking fee, and possibly a refusal of your return. Shipping and handling charges are not refundable. On items where shipping and handling is not billed or is free, shipping and handling charges will be approximated to 10% of the regular retail price of merchandise. The customer is responsible for shipping charges and insurance on all return shipments. Under no circumstances, is anyone authorized to use Petstore.com's shipping account numbers. Anyone found using the Petstore.com shipping account numbers will be prosecuted.

If packages need to be returned, please email us at customercare@petstore.com or call us at 1-714-221-5800 for an RMA number and return shipping procedures.

Restocking Fee

All returns are subject to a 10% restocking fee. Refunds will be placed back onto your credit card or in the form of a store credit.

• Petstore.com will only take back new and unused items for a full refund minus the restocking fee.
• Please note it takes approximately 2 business days to process your return, and credit back your credit card. Once we credit your account, it usually takes 2 to 3 business days for the credit to show on your credit card statement.
• The customer is responsible for shipping charges and insurance on all return shipments.
• All original equipment, components, manuals, cables, and packaging must be returned in order for Petstore.com to process your RMA.
• If UPS or FedEx damaged a package, Petstore.com will file the damaged items claim with the carrier. Please call us at 1-714-221-5800 for details.

Returned items should be sent to:

Petstore.com
1300 E Gene Autry Way
Anaheim, CA 92805