Due to the nature of live animals, all sales are final, and we do not offer refunds or exchanges once a pet has been placed in your care. This policy helps protect the health and safety of our animals and prevents unnecessary transitions that could cause stress or harm.
However, in the rare event that a pet is found to have a serious health condition covered under our Health Guarantee, we will work with you on a case-by-case basis to determine the appropriate next steps. This may include a partial refund, reimbursement for treatment, or placement of a replacement pet, at our sole discretion.
Important Conditions:
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The initial 48-hour veterinary exam must be completed.
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Contact us before seeking additional veterinary care, except in emergency situations where the pet’s life is at immediate risk.
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A licensed veterinarian must provide documentation of the condition.
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We reserve the right to seek a second opinion from a veterinarian of our choosing.
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No refunds will be issued for personal circumstances, allergies, landlord issues, or a change of mind.
If you have any questions or concerns about this policy, we encourage you to reach out to us before finalizing your purchase.
Returns and Refunds
Once your return is received and inspected, we will send you an email to confirm receipt and notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will be automatically applied to your original payment method within 2 business days.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, we will mail you a gift certificate.
If the item wasn’t marked as a gift or the gift giver had the order shipped to themselves for later delivery, the refund will be issued to the gift giver, who will then be notified of your return.
Need Help?
For any questions regarding refunds and returns, please contact us.