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Return Policy

Return Policy

 

Returning Merchandise

 

We feel it is also important to have very clear, well defined return policies so you know what to expect when your product is returned, and to ensure that your return is processed efficiently and accurately when it arrives back at our warehouse.

 

All refunds will be shown as a credit against the credit card to which the original order was charged. Please allow 7-10 days for refund processing after arrival of the goods at our warehouse.

 

To avoid returns we suggest you ask about any product of which you are unsure. If you are not completely satisfied with any unused product, you may return it within 30 days for a full refund. In the event an item you receive is not what you expected, does not fit, etc., you may return it provided:

 

  1. The item has not been used.

  2. The item is in its original display package, which must also be in new condition.

  3. All parts, accessories, warranty cards, instructions, etc. are enclosed.

  4. The item was not purchased more than 30 days before.

 

We sell only new merchandise and would be unable to sell used or incomplete items. We are also unable to accept returns on items listed as "clearance" or "close out".

 

Return Merchandise Authorization

 

You must have a "Return Merchandise Authorization" from a Customer Service Representative before sending any merchandise back to us. All returns must also be accompanied by a copy of your invoice as proof of purchase with the reason for the return. We are not responsible for return postage costs. You MUST write your RMA number under your return address.

 

All returns must be authorized in advance by our staff. Returns that do not bear a valid return authorization (RA) number may be refused by our receiving department, or subject to an additional processing fee. To obtain a return authorization number, please call us at (973) 917-3317 during regular business hours or email us at info@petdiscounters.com.

 

Please note that you are responsible for shipping costs to return the product to us. We recommend that all packages shipped to us be insured. We are not responsible for products lost or damaged while in shipment while being returned to us for any reason. All returns must be received at our warehouse no more than 30 days from the date the return authorization was issued. Packages arriving more than 30 days after the date of issuance of the return authorization number may not be accepted for return.

 

 

Special Orders

 

Special orders are not returnable. We do not stock large quantities of all items in our warehouse and therefore we would have to special order them for you. If you order a large quantity of more than 5 of the same item, we will not be able to return any quantity over 5. Therefore, please make sure you are ordering the desired product as well as the preferred amount.

 

Personalized items are not returnable.

 

Shipping Instructions for Returning Merchandise

 

Be sure the product being returned is packaged in a separate box and properly protected with bubble wrap or foam for protection. We cannot be responsible for returned merchandise that arrives damaged because it was not packaged properly. We can not accept returns that arrive C.O.D.. Make sure all parts, instructions, etc. are enclosed for all merchandise being returned. The products must be in their original display packaging. We recommend that our customers insure returned merchandise.

 

Merchandise Damaged in Transit

 

If your merchandise arrives damaged, notify us before returning it. We must be notified within two days to insure proper handling of your claim. Remember to keep the original packaging the damaged box and damaged item. Do not discard them before we notify you to do so. This may cause a problem for replacement. This procedure needs to be followed in these rare occasions.

 

Any part damaged during shipment will be replaced immediately at our cost by regular ground transportation. We may request that you provide a digital picture or other evidence of the damage to facilitate a claim with our shipping insurance provider. The shipping provider may also ask to inspect the package so please do not discard anything until you hear from us.

 

If there is a situation when you are shipping damaged merchandise back to us, be sure to get a "Return Authorization Number" by emailing us at orders@petdiscounters.com and following the shipping instructions under "Returning Merchandise" above. 

 

Defective Merchandise

Always read the manufacturer's warranty on any product you receive and keep your invoices as proof of purchase. If the product is, or becomes defective, please notify us before returning it.

 

When sending defective merchandise back to us, be sure to follow the shipping instructions under "Returning Merchandise". We can only refund standard Ground UPS, 4th Class US Mail, or FedEx Ground postage on defective or damaged merchandise. Do not ship by UPS Air Service, Federal Express, franchise mailers, etc. as the full amount of these methods of shipping cannot be refunded.