Refund policy

Returns & Refund Policy

Because we offer local delivery only, our return policy is designed to keep service fast and pricing fair for all customers.

Return Window

  • Returns are accepted within 14 days of purchase

  • After 14 days, we are unable to offer a refund or exchange

Eligibility for Returns

To be eligible for a return:

  • Proof of purchase (receipt or account history) is required

  • Items must be returned in reasonable condition

Non-returnable items include:

  • Gift cards

  • Clearance or final-sale items

Food & Treat Returns

  • Unopened food and treats may be returned for a full refund

  • Opened food may be returned for a full refund, limited to one opened-food return per household every 30 days

  • We reserve the right to limit or refuse returns if excessive or repeated return patterns are identified

(This policy exists to help pets find the right fit, not to encourage frequent food changes.)

In-Store Returns Only

  • All approved returns must be brought back to the store

  • We do not offer return pickups for standard returns

Delivery Errors or Damaged Items

If we made a mistake or an item arrives damaged:

  • Please contact us within 48 hours of delivery

  • We will replace the item or arrange a pickup at no cost to you

Email: delivery@selfservepetspa.com

Refunds

Once your return is received and inspected:

  • You will be notified of approval or rejection

  • Approved refunds will be issued to the original form of payment within several business days

Late or Missing Refunds

If you haven’t received your refund:

  1. Check your bank or credit card account

  2. Contact your credit card company (posting times vary)

  3. Contact your bank

If the issue persists, please contact delivery@selfservepetspa.com

Gifts

  • Items marked as gifts will receive store credit for the value of the return

  • If the item was not marked as a gift, the refund will be issued to the original purchaser