Pet Mart Refund and Exchange Policy
Our Commitment
At Pet Mart, we want you and your pet to be completely satisfied with your purchase. If you're not happy for any reason, please review the policy below for returns and exchanges.
General Requirements for All Returns & Exchanges
To be eligible for a return or exchange, all items must meet the following conditions:
- The item must be in its original, unopened packaging.
- The item must be in its original, resale-able condition.
- The item must be accompanied by the original store receipt or e-commerce invoice (proof of purchase).
- Any promotional items or free gifts included with the purchase must also be returned.
Returns for a Refund
| Item Category | Return Window | Details |
|---|---|---|
| Standard Merchandise (Toys, Beds, Leashes, Crates, etc.) | 3 days from the purchase date | Must meet the General Requirements above. |
| Pet Food (Dry/Wet) | 14 days from the purchase date | If the food has been opened, we can offer a full refund or exchange only if your pet refuses to eat it. Partially used bags must be at least 75% full. |
| Medications/Health Supplements | Non-Returnable | For the safety of all pets, we cannot accept returns on medications, prescription food, or health supplements. All sales are final. |
Refund Processing:
Refunds will be credited to the original form of payment. Please allow 5–10 business days for the credit to appear on your statement after the return has been processed in-store or received at our warehouse.
Exchanges for a Different Item
| Item Category | Exchange Window | Details |
|---|---|---|
| All Eligible Merchandise | 7 days from the purchase date | Items must meet the General Requirements above. This includes exchanges for a different size, color, or a completely different product of equal or lesser value. |
Exchange Process:
If the new item is of greater value, you will be responsible for paying the difference. If the new item is of lesser value, the difference will be refunded to your original form of payment.
Defective or Damaged Items
If an item is damaged or defective upon arrival, please contact our Customer Service team within 48 hours of receiving the item. We will arrange for a prompt replacement and cover any associated shipping costs.
In-Store vs. Online Purchases
In-Store Purchases: Returns and exchanges can be processed at any Pet Mart location with your receipt.
Online Purchases: You may return or exchange items at a physical store or ship the item back to our Returns Center.
Please contact Customer Service for a Return Merchandise Authorization (RMA) number before shipping an item back.