Incredible Pets Return Policy

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.

Online Returns:

  1. 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.

  2. Returns are accepted within 30 days of purchase.

  3. 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.

  4. Returned food is subject to our Picky Eater Guarantee. Food items categorized as Dog or Cat Food including dry kibble, cans, wet pouches, or freeze dried and dehydrated food. Treats are not subject to the Picky Eater Guarantee.

  5. 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)

  6. 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.

  7. To complete your return, we require a proof of purchase with your original order number. Email customercare@incredpets.com to start a return, or visit one of our six locations for free in store returns.

  8. 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.

  9. Return Fees:

  • In Store Returns are Free. We have six 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 customercare@incredpets.com

 

In-Store Returns:

  1. Returns accepted within 30 days of purchase with a valid register receipt or Customer Loyalty Account purchase record.

  2. 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.

  3. 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.

  • All returned merchandise must be in original packaging in unused and saleable condition.

  • Open or used dog and cat food are subject to our Picky Eater Guarantee. Food items categorized as Dog or Cat Food including dry kibble, cans, wet pouches, or freeze dried and dehydrated food. Treats are not subject to the Picky Eater Guarantee.

  • 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.

  • If you return items without receipt and the items are currently on sale or were on sale during the previous 30 days, only that published sale price can be credited.

  • Items bought on promotion or with coupon will be returned at sale price paid.

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…  

  • Food items categorized as Dog or Cat Food including dry kibble, cans, wet pouches, frozen, freeze dried and dehydrated food.  Treats are not subject to the Picky Eater Guarantee.   

  • The food must be in the original bag and we need to see your receipt or online order number.   

  • We cannot accept food brought in any packaging other than the original bag.   

  • If you are trying a new food and want to transfer it into a plastic container, please keep the original bag until you are certain your pet likes and is doing well on the food  

  • At least half the food must be left.  

  • We offer store credit or online gift cards only; refunds are not given for opened food.   

  • If you are returning a case of wet food, you will receive a credit for one open item, plus any unopened items.

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 customercare@incredpets.com or call 1-800-822-9759