At Pet Care Center, we understand that your small animal companions deserve the very best. Just as we’re committed to providing premium products for your furry friends, we stand behind our offerings with a straightforward and caring returns policy. If you’re not completely satisfied with your purchase, we’re here to help.

Return & Exchange Timeframe

We accept returns and exchanges within 15 days of your receipt of items. To be eligible, items must be unused, in their original packaging, and in the same condition as when you received them.

Non-Returnable Items

For the health and safety of all pets, certain items cannot be returned or exchanged:

  • Small Animal Treats & Food (opened or unopened packages)
  • Used or damaged toys and habitats
  • Items without original packaging
  • Products that have been assembled or modified

Note: We make exceptions for defective or damaged products, which may be returned regardless of these restrictions.

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact Our Team: Email us at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
  2. Wait for Authorization: We’ll respond within 2 business days with a return authorization number and shipping instructions.
  3. Package Your Items: Securely pack the items in their original packaging, including all parts and accessories.
  4. Ship Your Return: Mail your package to the address provided in your return authorization email. We recommend using a trackable shipping service.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (incorrect item shipped, defective product, etc.). For exchanges, we’ll cover the shipping costs to send your replacement item.

Refund Processing

Once we receive and inspect your returned item:

  • Refunds will be processed within 5-7 business days
  • Your refund will be credited to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • You’ll receive an email confirmation when your refund has been processed
  • Please allow additional time for your bank or credit card company to process and post the refund to your account (typically 3-10 business days)

Exchange Processing

For exchanges:

  • We’ll process your replacement item once we receive your return
  • Standard shipping times apply for your replacement order
  • You’ll receive tracking information for your exchanged item

Return Request Email Template

To expedite your return or exchange request, please use the following template when contacting us:

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Pet Care Center Team,

I would like to request a [return/exchange] for my recent order.

Order Number: [Your Order Number]
Product Name(s): [Product Name(s)]
Reason for Return/Exchange: [Please describe the reason]
Preferred Solution: [Refund / Exchange for (specific product)]

I have read and understand the Returns & Exchanges Policy.

Thank you,
[Your Full Name]

Return Shipping Address

Please do not ship returns without prior authorization. Once your return is approved, we’ll provide you with our returns address:

Pet Care Center
813 Holt Grove Court
Nashville, US 37211

We appreciate your trust in Pet Care Center for your small animal needs. Our policies are designed to ensure both your satisfaction and the wellbeing of the pets we all cherish. If you have any questions about our returns process, please don’t hesitate to contact us at [email protected].