Refund policy

As your neighborhood pet store, we want you and your pet to be happy with your purchase. If you are unsatisfied for any reason, stop into your local store within 45 days of purchase for an exchange or return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase, however, if you are a member of our loyalty program, we have a record of your receipt and you will not need a physical copy.

To start a return, you can contact us at [email protected]. Please note that returns will need to be sent to the following address: 910 Wildwood Rd, Mahtomedi, MN 55115

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at [email protected]. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as frozen products). Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at [email protected].

Services

Our services are also guaranteed. If you are not satisfied with your experience, let us know and we will do our best to make it right. All subscription services are subjected to a prorated return rate based on purchase date.

Marketplace orders (i.e.: Doordash, Instacart) require proof a purchase such as a paper receipt or order confirmation in the app.

• All returns will be refunded in the same method of original payment.
• Credit cards will be refunded on the same card as the purchase.
• Cash purchases over $25 will be mailed out in a check. Checks may take up to 14 business days. A valid State ID will be needed for the return address.
• Gift cards may not be duplicated if lost or stolen. Gift cards are not returnable or refundable for cash except in states where required by law. 

 

Online Purchases:

Online purchases can be returned to your local store. If you do not have a store near you, please contact 1-855-254-6588 for assistance.  

If the item comes to you in a damaged state, we ask that you keep all packing items for the product.