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At Incredible Pets, we want to make our return policy as convenient as possible for our customers. Our goal is to find the products that best suit the needs of you and your pet. We encourage you to ask questions and are happy to discuss any concerns you may have at the time of purchase.
Orders can be cancelled within 1 hour of placing them. After the 1-hour cancellation window all cancelled orders are treated as returns and will incur return fees as outlined in this policy.
Returns are accepted within 45 days of purchase.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must be in the original packaging with tags attached.
Open or used Dog or Cat Food is subject to our Picky Eater Guarantee*. Food items categorized as Dog or Cat Food include dry kibble, cans, wet pouches, freeze dried and dehydrated food, treats, and supplements.
Defective items will be replaced only if they do not operate properly due to a manufacturer defect. Items are not defective if the desired results were not achieved, as behavior and other results are not guaranteed. (i.e. bark collars, repellents, etc)
Incredible Pets does not guarantee toys against destruction or chewing, and we do not give refunds for chewed or destroyed toys. Contact the manufacturer directly if you have questions regarding toy destruction guarantees.
To complete your return, we require a proof of purchase with your original order number. Email email@example.com to start a return, or visit one of our five locations for free in store returns.
Sale items can only be returned at the sale price. “Buy one, get one free” offers require all items to be returned to get full credit.
In Store Returns are Free. We have five locations in Northern California.
Shipping Returns under 20lbs will incur a $4.95 return shipping fee, over 20lbs will incur an $8.95 return shipping fee.
We will provide a pre-paid label and the return shipping fees will be deducted from the amount of the total refund.
You may choose to purchase your own shipping label and the return fee will be waived.
If you are shipping an item valued over $50, you should consider purchasing your own label and using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, even if using a return label sent by Incredible Pets.
If you have any questions or concerns about our return policy please contact our Customer Care Team at 1-800-822-9759 or email us at firstname.lastname@example.org
Returns accepted within 30 days of purchase with a valid register receipt or Customer Loyalty Account purchase record.
Customer Loyalty Program Members have an extended period of 60 days to return purchases and do not need a physical receipt, if the purchase was made under the Loyalty Account number.
Refunds will be returned to the original payment method only. Cash refunds are not offered for credit or debit card purchases. Checks are subject to a 10-day waiting period after purchase before a refund can be given. We can refund cash on a purchase paid by check after the 10-day period. Prior to 10 days, we can only give a store credit. Without a register receipt or Customer Loyalty Account record, only Store Credit can be issued.
*Picky Eater Guarantee:
Our Picky Eater Guarantee allows you to try new foods for your dog or cat worry-free. If your pet does not like or does not do well on a food you purchase at Incredible Pets, you can exchange it and try another.
How it works…
We guarantee the following Dog and Cat food products: dry kibble, cans, wet pouches, frozen, refrigerated, freeze dried and dehydrated food, treats, and supplements.
The food must be in the original packaging with proof of purchase (receipt or online order history)
Food can be exchanged for a different product or gift card for original price paid at the time of purchase.
We are committed to helping you provide the best nutrition for your pet! If you have any questions or concerns, please reach out to our customer care department for more information. Email email@example.com or call 1-800-822-9759