Shipping & Returns
Shipping & Returns Policy (Terms & Conditions)
By placing an order with PetsWarehouse.com, the customer acknowledges and agrees to the following Shipping and Returns Policy, which forms an integral part of the Terms and Conditions of Sale.
1. Order Inspection and Reporting Requirements
Customers are required to inspect all items immediately upon delivery. Any discrepancies, including but not limited to missing items, incorrect items, damage, or defects, must be reported in writing via email to Info@PetsWarehouse.com within twenty-four (24) hours of delivery.
Failure to report such issues within this time frame shall constitute acceptance of the order as delivered and a waiver of any claims related to such discrepancies.
2. Damaged or Defective Items
In the event of damage or defect, the customer must provide written notice along with photographic evidence. If damage occurred during transit, the carrier may require an inspection.
Return authorization and shipping labels will only be issued after verification. Replacement items will be shipped after confirmation of return tracking.
3. Incorrect Items
If an incorrect item is received, the customer must notify us within forty-eight (48) hours of delivery and provide the SKU number(s) of the item received. Upon verification, a prepaid return label will be issued and the correct item will be shipped at no additional cost.
4. Returns – General Conditions
If an item is unsuitable, unsatisfactory, or does not fit the intended application, the customer must notify us within forty-eight (48) hours of receipt. Returns are subject to approval at our sole discretion.
All approved returns must:
- Be unused and in original condition
- Be returned within fifteen (15) days of delivery
- Include original packaging, manuals, accessories, and documentation
Original shipping charges are non-refundable.
5. Non-Returnable Items
The following items are non-returnable under any circumstances:
- Dog food and cat food
- Fish tanks and reptile enclosures
- Glass doors and glass tops
- Replacement parts
- Live plants
- Live animals
- Frozen products (fish food, dog food and cat food)
- Perishable products
6. Product Representation Disclaimer
All product images, descriptions, and specifications are provided for illustrative purposes only. Actual products may vary in packaging, labeling, color, size, or materials. Manufacturers may change or substitute product packaging or components without notice.
Such variations shall not be considered defects and do not constitute valid grounds for return, refund, or dispute.
7. Return Shipping and Fees
The customer is responsible for all shipping costs, including:
- Original shipping costs (including “free shipping” orders)
- Return shipping costs
PetsWarehouse.com is not responsible for lost or damaged return shipments.
8. Refund Processing
Refunds or store credits will be issued within seventy-two (72) hours of receipt and inspection of the returned merchandise and will be processed to the original method of payment.
9. Order Cancellation
Orders may only be canceled prior to processing and warehouse fulfillment. Once an order has been confirmed and transmitted for fulfillment, cancellation may not be possible or may be subject to restocking fees.
10. Delivery and Carrier Responsibility
Proof of delivery provided by the carrier shall constitute proof of receipt. PetsWarehouse.com is not responsible for lost or stolen packages after confirmed delivery, including theft.
11. Shipping Timeframes and Methods
Orders are typically processed within two (2) to seven (7) business days. Delivery timeframes are estimates and not guarantees. We reserve the right to select or change carriers to ensure efficient delivery.
12. Special Shipping Conditions
- Aquatic plants ship Monday through Wednesday only. No returns.
- Frozen items ship via Next Day Air. No returns.
- Issues with plants or frozen items must be reported within two (2) hours of delivery.
13. Freight Shipments (Large Items)
Fish tanks, stands, and oversized items ship via freight carriers.
Customers must inspect all items prior to signing the delivery receipt. By signing, the customer confirms receipt in acceptable condition and waives any claims for damage.
No claims will be accepted after delivery is signed.
14. Refused Deliveries
Refused shipments are subject to all applicable shipping charges and restocking fees. Orders containing live or perishable items are non-refundable.
15. Address Accuracy
Customers are responsible for providing accurate shipping information. Orders returned due to incorrect addresses will incur additional shipping charges.
16. Warranty
Products may be covered by manufacturer warranties. PetsWarehouse.com does not provide separate warranties but may assist customers in contacting manufacturers.
By completing a purchase, the customer acknowledges that they have read, understood, and agreed to this Shipping and Returns Policy.