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Customer Care Policy

FREE Easy Returns

If you are not satisfied with your in-store or online purchase, we will happily offer a refund. For unopened products, returned in their original packaging with a receipt within 60 days of purchase, refunds will be issued using the original method of payment. Products returned opened or without a receipt can be exchanged or refunded for a store gift card.

FREE Returns to Store

Both in-store and online purchases can be returned to your local store for a refund. To process your return in store, please bring along the following:

  • Debit/credit card used to make the purchase
  • In-store receipt or shipping confirmation email

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

Shipping charges are non-refundable unless an error was 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 for a store gift card. If a gift card was used as partial payment, that returned amount will be placed on a new store gift card before the remaining refund is applied. Additionally, if a customer makes frequent returns of the same item(s) repeatedly and/or returns in bulk often, these returns may be refused at our sole discretion.

There are some exceptions to our policy regarding returns and refunds. These include clearance items and animals.

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.