Dear Pet Care Center Family,
We know that your small furry, scaly, or feathery friends are more than just petsâthey’re family. That’s why we’re dedicated to providing you with the highest quality supplies, from cozy habitats and nutritious food to engaging toys and tasty treats. Our shipping and returns policies are designed with the same care and commitment, ensuring a seamless and trustworthy experience for you and the wellbeing of all animals.
Shipping Information
We work quickly to get your order on its way to you and your little companions.
Order Processing Time
All orders are processed within 1-2 business days after payment is confirmed. Orders are not processed or shipped on weekends or holidays.
Shipping Methods & Delivery Timeframes
We offer two reliable shipping options to serve you across the globe (excluding Asia and a few remote regions):
- Standard Shipping (DHL or FedEx): $12.95 flat rate. Your order will be delivered within 10-15 business days after it ships.
- Free Shipping (EMS): Available on all orders over $50. Your order will be delivered within 15-25 business days after it ships.
You will receive a tracking number via email once your order has been shipped so you can follow its journey to your doorstep.
Our Returns & Exchanges Policy
Your complete satisfaction is our goal. If you are not happy with your purchase, we are here to make it right.
Return & Exchange Timeframe
We accept returns and exchanges within 15 days of the date you receive your items.
Conditions for Returns
To be eligible for a return or exchange, your item must be:
- Unused and in the same condition as when you received it.
- In its original packaging, including all parts and accessories.
Non-Returnable Items
For the health and safety of all pets, we cannot accept returns or exchanges on the following items:
- Small Animal Treats & Food (whether the package has been opened or not).
- Used, damaged, or improperly cleaned toys and habitats.
- Any item not in its original packaging.
- Products that have been assembled or modified.
Please Note: We make exceptions for items that arrive defective or damaged. Please contact us immediately if this occurs.
How to Initiate a Return or Exchange
Follow these simple steps:
- Contact Us: Email our friendly team at [email protected] within the 15-day window. Please use the subject line “Return/Exchange Request – Order #[Your Order Number]” and include all details about your order and the reason for your request.
- Get Authorization: We will respond within 2 business days with a Return Authorization Number and specific instructions for mailing your item.
- Pack and Ship: Securely package the item in its original packaging and mail it to the address we provide. We highly recommend using a trackable shipping service for your peace of mind.
Return Shipping Costs
The customer is responsible for the cost of return shipping unless the return is a result of our error (e.g., we sent the wrong item or a defective product). For approved exchanges, we will cover the shipping costs to send your replacement item to you.
Refund Processing
Once we receive and inspect your returned item:
- Refunds will be processed to your original payment method (Visa, MasterCard, JCB, or PayPal) within 5-7 business days.
- You will receive an email confirmation once your refund has been processed.
- Please allow an additional 3-10 business days for your bank or credit card company to complete the transfer and post the refund to your account.
Exchange Processing
For exchanges, we will process your replacement item as soon as we receive your return. Standard shipping times will apply for your new order, and we will provide you with tracking information.
We’re Here to Help
Thank you for trusting Pet Care Center with your small animal care needs. Our policies are built on a foundation of careâfor you and your pets. If you have any questions at all about shipping or returns, please don’t hesitate to reach out.
Email: [email protected]
With care,
The Pet Care Center Team