Refunds, Replacements, and Store CreditUpdated 4 hours ago

Refunds, Replacements, and Store Credit

We’re pet parents too, and we 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.

There are cases where we may limit or refuse refunds, replacements, or store credit to keep things fair for all customers. This may depend on:

• Type of product
• Time since delivery
• Communication received
• Order history or pattern of requests

Each case is reviewed individually. While we take every concern seriously, we can’t guarantee the same outcome every time.

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 these cases, we do not take title to the credited item.

One Resolution per Order Concern
If a replacement or store credit is offered to resolve an issue, it is considered the final resolution for that order concern. Store credit is treated the same as a replacement. Once a resolution has been provided, additional replacements, refunds, or store credits are not available for that same concern.
Exceptions can be made if we’ve made an error, such as sending the wrong product or size.

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.

Requests After 14 Days
In some cases, we may accept a return beyond 14 days; in these instances, return shipping is the customer’s responsibility.

Replacement Shipping Address
Replacements can only ship within the continental U.S.A.

What We Need From You

Please include:

• Your order number
• A brief description of the issue
• Photos (required for damage, wrong product, or quality concerns)
• If your order was placed on Amazon: attach the invoice PDF showing purchase date, name, address, product, and Amazon order number

Exceptions

Subscription Boxes (Bunny Box, Piggy Box, etc.) are excluded from our Satisfaction Guarantee and return policy because each box is carefully curated with seasonal and limited-edition items. We cannot accept returns on full boxes or individual items inside them.

If something arrives damaged or there’s an issue with your subscription box, please contact our Customer Success Team so we can review.

Value Choice Timothy Hay is excluded from our Satisfaction Guarantee and return policy.

Amazon Orders

If your order was placed on Amazon, please contact our Customer Success Team with your order information and concern. Include the Amazon invoice PDF so we can assist you.