Policy ExceptionsUpdated 7 days ago
We want to be upfront about the few situations where our regular policies don’t apply. This page brings together all our exclusions for the Picky Pet Promise, returns, and discount codes so you have everything in one place.
Our Picky Pet Promise means we stand behind the quality of our products. However, a few items are excluded from this guarantee and cannot be returned, refunded, or exchanged unless an error was made on our end, such as sending the wrong product or incorrect quantity:
- Tropical Trio Birthday Cake
- Subscription boxes — Bunny Box and Piggy Box
- Value Choice Timothy Hay
The Tropical Trio Birthday Cake is baked and personalized just for your pet (yes, really!), making it a one-of-a-kind celebration that can’t be restocked or resold.
Return Policy Exclusions
For health and safety reasons, some items can’t be returned unless they arrive damaged or incorrect:
Perishable goods and opened food/treat items
Custom orders or made-to-order items
Products listed above under Picky Pet Promise / Satisfaction Guarantee Exclusions
Discount Code Exceptions
We understand that saving on your pet essentials is important, so here’s a quick rundown of when discount codes can’t be used:
Auto-Ship & Save products
These are already discounted to make your life easier. If you’ve got any of these in your cart, the system won’t allow additional discounts unless they are auto-ship specific promotional offer. You can always switch them to a one-time purchase and your discount code should work.
One discount at a time
You can only apply one discount or promo per order — no stacking. This includes deals you see during checkout.
Value Choice Timothy Hay
Already priced at the lowest possible rate, so no extra discounts apply. Also excluded from our Satisfaction Guarantee.
One-time use codes
Our discount codes can only be used once per customer.
Minimum purchase amount
Some rewards have a minimum spending requirement — details are on our Rewards Landing Page.