REFUND POLICY
Aug. 7, 2016

------------

RETURNS:

Non-living products may be returned for full refund (less original shipping cost) or exchange within 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it, including the original packaging.

Some types of goods are non-returnable, such as gift cards or digital/downloadable products. Perishable goods such as live plants, animals, insects, feeders (including active fruit fly cultures) are eligible for our Live Arrival Guarantee ONLY if you select Express shipping at checkout (see below).

You must contact us to obtain an RMA (return material authorization) number and prepaid shipping label before returning any item. Your RMA number must be referenced with your returned item.

In some cases, a replacement of the same product may not be available, or may require an additional wait. We will notify you if this is the case when we receive your eligible claim.

Please do not send your purchase back to the manufacturer.

LIVE ARRIVAL GUARANTEE:

Due to varying weather temperatures throughout the country, we offer a Live Arrival Guarantee for live products shipped via Express shipping only (requires signature). You may choose Priority mail shipping at your own risk. In any case, we reserve the right to delay shipment of live products if the current temperature in our location, or the forecasted temperature at your location, is above 90°F or below 40°F.

To submit a claim, photos of the dead item in its shipping container are required within 24 hours of delivery in order to receive a refund.

REFUNDS (if applicable):

Once your return (or claim under our Live Arrival Guarantee) is received and inspected, we will send you an email to notify you that we have received your returned item, and also notify you of the approval or rejection of your refund.
If approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within a timeframe determined by your credit card or other payment method (usually within a few days, but could take up to a week).

LATE OR MISSING REFUNDS (if applicable):

If you haven’t received a refund yet, first check your bank or PayPal account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at orders@panterrapets.com.

SALE ITEMS AND PROMOTIONAL DISCOUNTS (if applicable):

Eligible sale or discounted items will be refunded only for the amount paid less original shipping, or exchanged for the same item, if available.

EXCHANGES (if applicable):

We can only replace items if they are defective or damaged. Please contact us if you need to exchange it for the same item.

GIFTS:

Any items shipped as a gift may be eligible for exchange only.

SHIPPING:

You must contact us to obtain an RMA (return material authorization) number and prepaid shipping label before returning any item. Your RMA number must be referenced with your returned item.

Original shipping costs are non-refundable. Refunds may only be issued for the original purchase price.

Replacement items, if applicable, will be shipped to you after receipt and validation of your returned product.

------------

Opens external website in a new window. Opens in a new window. Opens external website. Customer information - PanTerra Pets - Checkout