Your complete satisfaction is important to us, so we stand behind the products that we sell. Every product sold on the PetProductAdvisor.com website is backed by our customer satisfaction guarantee.
We want you to be completely satisfied with the products you purchase from PetProductAdvisor.com. If you are not satisfied with the product, you have 30 days from the date of delivery to return it for a refund. (Please note that personalized products cannot be returned, unless it is due to a personalization error made by PetProductAdvisor.com.)
Shipping and handling charges will not be refunded unless the refund is due to one of the following conditions: shipping damage, a product defect or a shipping error on the part of PetProductAdvisor.com.
If a product is defective or if it has been damaged during shipping, you have 30 days from the date of delivery to return it for a refund or an exact replacement item. Please contact a PetProductAdvisor.com Customer Care Representative at (561) 237-2945. Be prepared to supply your order number whenever possible. PetProductAdvisor.com will make every reasonable effort to assist you with your return and will cover all return shipping charges by supplying you with a UPS call tag for your return. If you do not contact a PetProductAdvisor.com Customer Care Representative to assist you with the return of a damaged or defective item, you will be responsible for the return shipping charges.
If you need to return a product as the result of a PetProductAdvisor.com shipping error, you have 30 days from the date of delivery to contact a PetProductAdvisor.com Customer Care Representative at (561) 237-2945. Please supply your order number whenever possible. PetProductAdvisor.com will make every reasonable effort to assist you with your return and will cover all return shipping charges by supplying you with a UPS call tag for your return. If you do not contact a PetProductAdvisor.com Customer Care Representative to assist you with the return, you will be responsible for the return shipping charges.
-
REFUNDS
For products being returned for a refund within 30 days of delivery, PetProductAdvisor.com will issue a refund to your account in the form of your original payment method.
Once you give your package to the return shipper, you should receive your refund within three to four weeks. (Refunds are received more quickly in many cases.) This waiting period for receiving your refund includes the time it takes for us to receive your return shipment (5 to 10 business days), the time it takes us to process your return once it has been received (3 to 5 business days), and up to 10 business days for your bank to process our refund request and post it to your account (actual timeframe varies by bank). You will receive a confirmation email once we have received your return shipment and processed your credit.
Credit for gift returns will be issued to the original purchaser.
-
RETURN SHIPMENTS
All return shipping charges must be prepaid. We cannot accept COD deliveries. We recommend that you ship the product back to PetProductAdvisor.com using a traceable shipping method, such as UPS Ground. Always keep the return tracking number for your records so you can monitor delivery status of your return shipment. We cannot be held responsible for lost return packages. Your original packing slip, stating the reason for your return, should be included. It is a good idea to keep a copy of the packing slipping for your personal records.
RETURNING DAMAGED OR DEFECTIVE PRODUCTS
If your return is the result of product damage or defect and you would like a refund, we will refund both merchandise and shipping charges to your original form of payment.
To expedite your return of damaged or defective products, please ship the item(s) and your packing slip, stating the reason for the return, to our warehouse at this address:
PetProductAdvisor.com
720 South Broadleigh Road
Columbus, Ohio 43209-2502
If your product is damaged or defective and you would prefer to receive a replacement product, no refund of merchandise or shipping charges will be given. Instead, PetProductAdvisor.com will ship a replacement product to you at no additional charge. (You would not be charged for the replacement product or its shipping costs.)
RETURNS RESULTING FROM PETPRODUCTADVISOR.COM SHIPPING ERRORS
If your return is the result of a shipping error made by PetProductAdvisor.com, we will refund the merchandise and shipping charges to your original form of payment once you ship the product back to us. PetProductAdvisor.com will pay for the return shipping charges by emailing you a UPS call tag for the return shipment and instructions on how to ship the product back to us. The return shipping charges will be billed directly to the PetProductAdvisor.com UPS account. The UPS call tag MUST be used for PetProductAdvisor.com to cover the return shipping costs. The package should be shipped back to our warehouse at this address:
PetProductAdvisor.com
720 South Broadleigh Road
Columbus, Ohio 43209-2502
Please include your original packing slip, stating the reason for your return. It is a good idea to keep a copy of the packing slipping for your personal records.
RETURNING PRODUCTS FOR ANY OTHER REASON
If you are returning merchandise for any other reason, your original shipping charges will NOT be refunded. To receive a refund for the cost of the product, you are required to ship the product back to PetProductAdvisor.com at your expense using a traceable shipping method, such as UPS Ground. Your original packing slip, stating the reason for your return, should be included.
Ship your return to:
PetProductAdvisor.com
720 South Broadleigh Road
Columbus, Ohio 43209-2502
For your protection, please send your return via carriers that offer package tracking, such as FedEx or UPS, and retain your tracking receipt for future reference. PetProductAdvisor.com is not responsible for lost shipments. Shipping charges are non-refundable.
-
PACKAGING YOUR RETURN SHIPMENTS
INCLUDE YOUR PACKING SLIP
Enclose the packing slip from your original order. On it, please note the reason for your return. It is a good idea to keep a copy of the packing slip for your personal records. If the original packing slip cannot be found, you must include your name, complete address and the original order number (if known).
PACKAGING YOUR RETURN
Pack the product(s) securely using the original product packaging if possible. Please include all paperwork, parts, and accessories for all products being returned.
Make sure the shipping carton is securely taped and remove all old shipping labels from the carton. Create a new shipping label and tape it securely it to the carton. Make sure your new shipping label includes your name and return address.
Ship your return to:
PetProductAdvisor.com
720 South Broadleigh Road
Columbus, Ohio 43209-2502
-
CONTACT US
Our PetProductAdvisor.com Customer Care Representatives are available to answer all your questions and to assist you with product returns and package tracking during our regular business hours.
To speak directly with a PetProductAdvisor.com Customer Care Representative, please call our Customer Service Center during our regular business hours.
Email inquiries may be sent 24 hours a day, 7 days a week. Representatives will respond to your email inquiries during regular business hours. (If you would prefer that a Customer Care Representative respond to your email inquiry by phone, please include your phone number, including area code, in your email.)
BUSINESS HOURS: Monday - Friday from 9:00 a.m. to 5:30 p.m. EST
Closed Saturday & Sunday
PHONE NUMBER: (561) 237-2945
EMAIL: store@petproductadvisor.com