Return and Exchange Policy
Customer satisfaction is our top priority and we want you to be completely satisfied with your purchase. We understand that, for a variety of reasons, you may need to return the product to us. These guidelines ensure that you get the quickest and most accurate service.
When your order arrives, please inspect it immediately. Keep the box, packaging materials, and all manuals until you have inspected your product and are completely satisfied. Sometimes products are damaged in transit, so please inspect the product for physical damage before the carrier leaves.
If you are not completely satisfied with your purchase, you can return or exchange the product within 30 days of receipt as long as the product, including all manuals and accessories, is returned in new, unused, and resalable condition inside its original packaging. Please note, we do not offer free returns - return shipping is the responsibility of the customer.
Orders past 30 days are not eligible for return.
We understand that you may order the wrong sized product. Exchanges are processed as a purchase/return. You purchase the desired product and return the previously purchased product. In this case, there will be no outbound shipping deduction - you will receive a full refund of the purchase price of your original order.
If an exchanged product is subsequently returned, outbound shipping charges for the origincal order will be deducted from the return, in addition to the outbound shipping charges for the return.
Products properly returned under this policy are eligible for a refund issued as a credit back to the original method of payment. Refunds are issued once the product has been received and inspected by our warehouse. The refund amount will be the total purchase price less any restocking fees applicable to certain noted products. Additional fees may be charged if, for any reason, the inspection determines that the product is not in saleable condition. If your product included free shipping, the outbound (from our warehouse to you) shipping costs are non-refundable and will be deducted from your refund. Please note that credit card companies vary in the time taken to post credits.
How to Request a Return
Contact customer service for return instructions and to receive an RMA (Return Material Authorization) number. In the unlikely event that your order is incorrect, missing parts, damaged or defective, please call us within 30 days and we will send you the correct product, replacement product, or replacement parts at no cost to you.
Orders can be cancelled only when in a "New" status. If you wish to cancel your order and it is marked in a status of "In Progress", we will attempt to recall your order. Orders that have already shipped will not be recalled. Orders that can be recalled will be charged a 5% cancellation fee.
Orders refused by the customer for a reason other than the condition of the package will be processed as a return, but will also be subject to a return shipping deduction and a 20% restocking fee.
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MidwestPetProducts, Inc., Irvine, California (800) 960-1421
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