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Satisfaction Guarantee & ExceptionsUpdated 4 months ago

What does the Satisfaction Guarantee cover?

Our Satisfaction Guarantee ensures that you receive top-notch products that meet our high-quality standards. If for any reason you're not satisfied with your purchase, we'll make it right. Whether it's hay, food pellets, toys, or treats, your pet's happiness is our priority. 

When reporting any order issues – whether it's missing items, delivery quirks, or product concerns, to streamline the process and make sure we address everything in one go, could you please let us know about all your concerns within 14 days of receiving your package? This will help us tackle everything more efficiently, and we truly appreciate your cooperation.

Oh, and if you can snap a few pics for quality control purposes, that would be purrfect! We're here to make sure your experience with Small Pet Select is seamless and enjoyable.

However, please note that we reserve the right to limit refunds, store credits, and replacements based on the specific circumstances of each case. We may agree to a return more than 14 days after receipt of your purchase. However, it's important to mention that return shipping won't be covered in these cases. 

Are there any exceptions to the Satisfaction Guarantee?

While we strive for perfection, there are a few scenarios where the Satisfaction Guarantee may not apply:

  • If your order arrives damaged during transit, please reach out to us within 48 hours of delivery and we'll swiftly resolve the issue.
  • If you accidentally ordered the wrong product or changed your mind, we can help with returns or exchanges, but return shipping will be at your expense.
  • In the rare event of product safety concerns, we may need to take specific actions. Rest assured; your pet's safety comes first.

How do I request a refund or replacement?

We've made the process as easy as possible. Just get in touch with our fantastic customer support team within 14 days of receiving your order. They'll guide you through the process.

What if my pet simply didn't like the product?

We understand that every pet has unique tastes. If your little one turns their nose up at something you ordered, we recommend trying out some of our other fabulous options. Our team can provide tailored suggestions to make your pet's next choice a hit!

Are there any products not covered by the Satisfaction Guarantee?

Value Choice Hay is not covered by the Satisfaction Guarantee. This ensures that we can continue offering this economical option to our customers.

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