At PetFrenzy.com, customer satisfaction is very important to us. We make every attempt to provide you with a pleasant shopping experience and offer a 45-Day Return Policy.¹
- If you received an item that is defective, broken or damaged due to shipping, or had an order fulfillment error: Please complete a Return Materials Authorization (RMA) Form within two days of delivery receipt and choose the "Defective Item, I would like to exchange" option. We will have the item repaired or replaced at no cost to you. Whether the item is repaired or replaced is at PetFrenzy.com's discretion.
If any visible damage exists at the time of delivery, please report such damage to the shipper immediately (preferably at time of delivery). Please take photos of the package and/or product damage as they will help us file a damage claim with the shipper.
Due to the high cost of shipping on certain large or heavy products (e.g. bird cage, pet patio panel, etc.), we may require a photograph of the damage or defective item. We reserve the right to send replacement parts to repair the defective or damaged item.
If returning the damaged or defective item is deemed appropriate, we will issue you a call tag for the product return; schedule a freight carrier pick up of the item; and send a replacement item to you, all at our expense. Please follow this process because if you spend any out of pocket money on return shipping of a damaged or defective item, you will not be reimbursed.
- If you would like to return the item for an exchange within 45 days of shipment: Please fill out the Return Materials Authorization (RMA) Form and choose the "Non defective item, I would like to exchange" option. We will refund 100% of your purchase price less shipping & handling charges incurred by PetFrenzy.com.* Additionally, a 15% returns fee** will be deducted. If you exchange for a product of similar or greater value, the returns fee will be waived.
- If you would like to return the item for a refund to your credit card within 45 days of shipment for any reason: Please fill out the Return Materials Authorization (RMA) Form choose the "I would like a refund" option. We will refund 100% of the item price less all shipping & handling charges incurred by PetFrenzy.com.* Additionally, a 15% returns fee** will be deducted.
- After 45 days of shipment, defective items are covered by the manufacturer's warranty: After 45 days of shipment, all sales transactions are considered final and are non-refundable. Please contact the manufacturer directly about their product-specific warranty service for repair or replacement. Most of our manufacturers provide at least one year of product warranty coverage.
- Do not return products to the shipper, manufacturer, or PetFrenzy.com without pre-authorization, as returned products may not be recoverable and no refund may be processed. All batteries are non-refundable unless returned in the original, unopened packaging within 45 days of the purchase date. Due to health reasons, most products with fabrics, such as pet beds, are non-returnable unless defective. See individual product pages for details.
- Your return has 30 days from the date of RMA approval to arrive at the designated shipping warehouse location. NO EXCEPTIONS. Items arriving after the 30 day period will not be accepted and no refund will be processed.
- It is highly recommended that you insure your return shipment and forward us your tracking information so we can monitor the product return and expedite the processing of your refund.
- For product returns, any special promotional item such as a free toy or accessory that was included with product at time of purchase must also be returned in new and unused condition or the price of that item will be deducted from your product refund.
- All returns and exchanges must be submitted through our Return Materials Authorization process using our RMA Form. PetFrenzy.com is not responsible for any product(s) returned when this procedure has not been followed. Any exceptions are subject to a $20 processing fee.
PetFrenzy.com's Order Cancellation Policy
- Orders must be cancelled before the product has shipped and within 24 hours of order placement, or they will be deemed a product return and fall under the rules of the above Return Policy. Custom product orders are non-cancelable after one business day and are non-refundable. Orders are not deemed cancelled until a confirmation notice is provide by PetFrenzy.com.
- If an order is refused delivery by the purchaser, it will be assessed a $20 refusal fee in addition to the return shipping charges.
If any questions about our Return Policy, Order Cancellation Policy, or any of our manufacturer’s warranties, please contact us at Warranty Questions.
¹ Unless otherwise indicated. Certain products may have exceptions to our standard return policy and are clearly marked on the product web pages.
* For all non-defective items, customer is responsible for return shipping and all freight charges. Items that were shipped to the customer with "free shipping" will have the actual cost of shipping and any handling fees incurred by PetFrenzy.com deducted from the refund. Our quoted prices for expedited and international delivery are the incremental amounts above ground shipping, so the total actual shipping charges will be deducted from the refund. Returned items must be received in “as new” condition and in their original packaging, or they may not be eligible for a refund or additional deductions may apply.
** The returns fee is to cover normal operating expenses we incur during a return such as product inspections, restocking, repackaging, processing, and other related overhead.