At Pet Care Supplies Store, we understand that your pets are family. That’s why we’re committed to providing not only premium pet products but also exceptional service that ensures both you and your furry, feathered, or finned friends are completely satisfied.
Shipping Information
Order Processing
We process all orders within 1-2 business days after payment confirmation. You’ll receive a tracking number via email once your order ships.
Shipping Methods & Timeframes
| Shipping Method | Delivery Time | Cost | Carrier |
|---|---|---|---|
| Standard Shipping | 10-15 business days after shipment | $12.95 | DHL or FedEx |
| Free Shipping | 15-25 business days after shipment | FREE (orders over $50) | EMS |
Please Note: We ship worldwide, with the exception of some Asian countries and remote locations. Delivery times may vary depending on your location and customs processing.
Returns & Exchanges Policy
Return Timeframe
We accept returns and exchanges within 15 days of the delivery date. Most items in new, unused condition with original packaging and tags can be returned for a full refund or exchange.
Step-by-Step Return Process
Step 1: Contact Our Team
Email us at [email protected] with your order number and the items you wish to return or exchange.
Step 2: Receive Instructions
We’ll respond within 24-48 hours with a Return Authorization Number and detailed shipping instructions.
Step 3: Package Your Items
Securely package the items in their original packaging with all tags and accessories included.
Step 4: Ship Your Return
Send the package to our returns center at:
Pet Care Supplies Store – Returns
345 Edgewood Avenue
Fresno, US 93721
Step 5: Confirmation
We’ll email you once we receive and process your return.
Return & Exchange Request Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Email to: [email protected]
Body:
Dear Pet Care Supplies Store Team,
I would like to request a [return/exchange] for my recent order.
Order Number: [Your order number]
Order Date: [Date you placed the order]
Items to Return/Exchange:
[Product Name 1] – [Reason for return/exchange]
[Product Name 2] – [Reason for return/exchange]
Preferred Resolution: [Refund / Exchange for (specific product)]
Additional Comments: [Any additional information]
Thank you for your assistance,
[Your Full Name]
Refund Information
Once we receive and inspect your returned items, we’ll process your refund within 3-5 business days. The refund will be issued to your original payment method:
- Credit Card (Visa, MasterCard, JCB): 5-10 business days to appear on your statement
- PayPal: 3-5 business days to appear in your PayPal account
Please note that original shipping fees are non-refundable, unless the return is due to our error.
Exchange Process
For exchanges, we’ll ship your new item once we receive your return. If the exchange item costs more, we’ll invoice you for the difference. If it costs less, we’ll refund the difference.
Non-Returnable Items
For the health and safety of all pets, we cannot accept returns on the following items:
- Opened pet food (including Adult Dog Food, Bird Treats, and any opened nutritional products)
- Used grooming tools (Brushes & Combs that show signs of use)
- Opened health products (Calming Products and other consumable health items)
- Personal pet items (Cat Collars & Harnesses, and other items that have been used or fitted to a specific pet)
- Live products related to our AQUARIUMS and AQUATICS categories
These items may only be returned if they arrive damaged or defective.
Return Shipping Costs
Customers are responsible for return shipping costs unless the return is due to our error or a defective product. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee we’ll receive your returned item.
Damaged or Incorrect Items
If you receive a damaged item or the wrong product, please contact us immediately at [email protected] with photos of the damaged/incorrect item and your order number. We’ll arrange for a replacement at no additional cost to you.
Need Help?
Our caring customer service team is here to assist you with any questions about shipping, returns, or exchanges.
Email: [email protected]
Address: Pet Care Supplies Store, 345 Edgewood Avenue, Fresno, US 93721
Response Time: We typically respond within 24-48 hours
Thank you for choosing Pet Care Supplies Store for your pet care needs. We’re committed to ensuring both you and your pets are completely satisfied with every purchase.