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Customer Care Policy

FREE Easy Returns

At Pet Valu, we make returns for our devoted pet lovers easy! If you are not satisfied with your in-store or online purchase, we will happily offer a refund. For products returned in their original packaging with a receipt within 30 days of purchase, refunds will be issued in the same form of payment the product was purchased. Products returned opened or without a receipt can be exchanged or refunded to a gift card.

Return to Store (it’s FREE!)

Whether you've made your purchase in-store or online, please visit your local store and we will happily refund your order. In order to process your return in store, please be prepared to show the following:

  • If paid with a debit or credit card: The debit/credit card used for the purchase
  • For in-store purchases, and online orders picked up in-store: Your In-store Receipt
  • For Online purchases: Your Shipping Confirmation Email

If you made your purchase online and do not have a store close by, please call customer service at 1-800-PET-VALU (1-800-738-8258) to arrange your return.

Shipping charges are non-refundable unless due to an error caused by Pet Valu. Any merchandise that is in used condition and/or returned without the original packaging may be refused.

Goods returned opened or without a receipt can be exchanged or refunded to a gift card. If a Gift Card was used as a partial tender, that returned amount will be placed on a new Gift Card before other tenders are applied. Additionally, if a customer makes frequent returns of the same item(s) repeatedly and/or return in bulk often, such returns may be refused in our sole discretion.

There are some exceptions to our policy regarding returns and refunds. These include: clearance items, litter pans, muzzles, sanitary products (pet diapers), cat trees, crates, and special orders.

If you wish you speak to customer service, they can be reached Monday-Saturday: 8am to 10pm ET, Sunday: 8am to 8pm ET by phone, or anytime through email at

Small Animal, Fish & Bird Policy

We Believe in Forever Homes.

Taking care of a pet is a big responsibility, we recommend researching a potential pet’s health and care needs before committing to one. Please ask an Animal Care Expert if you have any questions.

We do not guarantee the gender, reproductive ability or temperament of small animals, fish or birds.

All sales of small animals, fish and birds are final.