Satisfaction Guarantee & ExceptionsUpdated 9 days ago

At Small Pet Select, we’re all about keeping you and your furry (or feathered!) friends happy. Our Satisfaction Guarantee ensures that you receive high-quality products that meet our standards. Whether it’s hay, food pellets, toys, or treats, your pet’s happiness is our top priority—and if something’s not right, we’ll make it right!

How it works:

• If you notice any issues—like missing items, delivery quirks, or product concerns—please let us know within 14 days of receiving your package. This helps us address everything in one go, and we truly appreciate your cooperation!
• Oh, and if you can snap a few photos of the issue, that would be purrfect! It helps us resolve things quickly and keeps our quality control on point.

A Few Notes to Keep in Mind:

• We may agree to a return beyond the 14-day window, but return shipping costs will not be covered in these cases.
• To keep things fair for everyone, we do reserve the right to limit refunds, store credits, and replacements based on the specifics of each situation.

We’re here to make your experience with Small Pet Select seamless, enjoyable, and downright paw-some. If you need help, don’t hesitate to reach out—we’re always happy to help!

While we strive for perfection, there are a few scenarios where the Satisfaction Guarantee may not fully apply. Here’s what you need to know:

• Value Choice Hay: This budget-friendly option provides great nutrition but is not covered under our Satisfaction Guarantee due to its discounted pricing.
• Damaged During Transit: If your order arrives damaged, please reach out to us within 48 hours of delivery and we’ll resolve the issue swiftly.
• Changed Your Mind? If you accidentally ordered the wrong product or changed your mind, we’re happy to help with a return or exchange. However, the return shipping will be at your expense.
• One Resolution Per Concern: Each original concern is eligible for one resolution—this could be a replacement or store credit. Double replacements or additional resolutions for the same issue aren’t available.
• Product Safety Concerns: In the rare event of a product safety issue, we may need to take specific actions to prioritize your pet’s safety.

We may also request photo documentation to better understand and address your concern while helping us improve our quality control.

To keep things fair for everyone, we reserve the right to limit refunds, store credits, and replacements based on the specifics of each situation.

Your pet’s happiness and safety are our top priorities, and we’re always here to help make things right!

We’re here to help you and your pet! If you need to request a refund, replacement, or store credit, here’s how to get started:

1. Contact Us Promptly:

   • For delivery issues, please reach out within 48 hours of receiving your package.
   • For other concerns, such as missing items or product quality issues, please let us know within 14 days of delivery.

2. Provide Helpful Details:

   • To streamline the process, please share the details of your concern. If possible, include photo documentation to help us understand and resolve the issue quickly.

3. We’ll Handle the Rest:

   • Depending on the nature of your concern, we may offer a return, replacement, or store credit. If a return is needed, return shipping may be at your expense, especially for issues reported beyond the 14-day window.

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!

Here’s what to do:

• Let us know within 14 days of receiving your order.
• We’ll work with you to find the best solution.  

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