Refunds, Replacements, and Store CreditUpdated 4 hours ago
We’re pet parents too, and we always want you (and your crew) to be happy with your order. If something arrives damaged, incorrect, or not as expected, please contact us within 14 days of receipt so we can help.
That said, there are some cases where we may refuse or limit refunds, replacements, or store credit to keep things fair for all customers. This may depend on factors such as:
Type of product
Time since delivery
Communication received
Order history or pattern of requests
Each case is reviewed individually, and while we’ll always take your feedback seriously, we can’t guarantee a refund or replacement in every scenario.
Our Guidelines
Ownership of Returns: Small Pet Select does not take ownership of returned items until they arrive at our warehouse. At our discretion, a refund or store credit may be issued without requiring a return. In such cases, we do not take title to the credited item.
One Resolution per Order Concern: Each original order concern is eligible for one resolution — either a replacement or store credit. Store credits are treated the same as replacements. Once a store credit has been used to resolve an issue, no additional resolution will be available for that order.
No Refunds or Replacements for Replacements: We do not issue refunds, store credits, or replacements on replacement orders or orders where a store credit has already been applied. Double replacements are not available.
Requests After 14 Days: In certain cases, we may agree to a return beyond the 14-day window; however, return shipping costs will be the customer’s responsibility.
Replacement Shipping Address: Replacement items can only be shipped to addresses within the continental U.S.A.
Exceptions
Subscription boxes (Bunny Box, Piggy Box, etc.) are excluded from our Satisfaction Guarantee and return policy because each one is carefully curated with seasonal and limited‑edition items. This means we cannot accept returns on full boxes or individual items inside them.
If something arrives damaged or there’s an issue with your box, please contact our Customer Success Team at [email protected] or via our website chat so we can review the situation.
Value Choice Timothy Hay is also excluded from our Satisfaction Guarantee and Return Policy.