Our Commitment
At PetMedsToYourHome, we want you and your pet to be completely satisfied with your purchase. If you're not happy with your order, we're here to help.
Return Eligibility
You may return most unopened, unused items within 30 days of delivery for a full refund or exchange. To be eligible for a return:
- Items must be in original, unopened packaging
- Items must be unused and in resalable condition
- You must provide proof of purchase (order number or receipt)
Non-Returnable Items
For health, safety, and regulatory reasons, the following items cannot be returned:
- Opened or used medications, supplements, or treatments
- Prescription medications (once dispensed)
- Perishable items or refrigerated products
- Items marked as "final sale"
- Opened dental care products, toothbrushes, or oral care items
Damaged or Defective Items
If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery. We will provide a full refund or replacement at no additional cost. You may be asked to provide photos of the damaged item.
How to Initiate a Return
To start a return:
- Contact us at [your email] or [your phone number] within 30 days of delivery
- Provide your order number and reason for return
- We will provide you with return shipping instructions
- Ship the item back to us using a trackable shipping method
Return Shipping Costs
- Defective or incorrect items: We cover return shipping costs
- Change of mind or unwanted items: Customer is responsible for return shipping costs
- We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items
Refund Processing
Once we receive and inspect your returned item:
- Approved refunds will be processed within 5-7 business days
- Refunds will be issued to your original payment method
- Please allow 5-10 business days for the refund to appear in your account (depending on your financial institution)
- Original shipping charges are non-refundable (unless the return is due to our error)
Exchanges
We gladly accept exchanges for unopened items. If you'd like to exchange an item for a different size, product, or variant, please contact us to arrange the exchange.
Prescription Medications
Due to regulatory requirements, prescription medications cannot be returned once dispensed. Please ensure you have a valid prescription and verify the product details before ordering.
Late or Missing Refunds
If you haven't received your refund after 10 business days:
- Check your bank account or credit card statement
- Contact your financial institution (processing times vary)
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@petmedstoyourhome.ca.
