All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
If you did not receive the product within the time (45 days not including 2-5 day processing) you can request a refund or a reshipment. If you received the wrong item you can request a refund or a reshipment. If you do not want the product you’ve received you may request a refund but you must return the item at your own expense and the item must be unused.
Your order did not arrive due to exceptional circumstances outside the control of Petgazue.com (i.e. not cleared by customs, delayed by a natural disaster). Other exceptional circumstances outside the control of Petgazue.com.
Refunds will not be issued if your order did not arrive due to factors within your control (i.e. providing the wrong shipping address) etc.
We feel it is important to have very clear, well defined return policies so you know what to expect when your product is returned, and to ensure that your return is processed efficiently and accurately when it arrives back to us.
All refunds will be shown as a credit against the credit card to which the original order was charged. Please allow 7-14 days for refund processing after arrival of the goods to us.
To avoid returns we suggest you ask about any product of which you are unsure. If you are not completely satisfied with any unused product, you may return it within 7 days for a full refund. In the event an item you receive is not what you expected, does not fit, etc., you may return it provided:
- The item has not been used.
- The item is in its original display package, which must also be in new condition.
- All parts, accessories, warranty cards, instructions, etc. are enclosed.
- The item was not purchased more than 7 days before.
We would be unable to sell used or incomplete items. We are also unable to accept any returns on edible products, downloads, items listed as “clearance” or “close out” (NO EXCEPTIONS).
Return Merchandise Authorization
You must have a “Return Merchandise Authorization” number from a Customer Service Representative before sending any merchandise back to us. All returns must also be accompanied by a copy of your invoice as proof of purchase with the reason for the return or it will NOT be processed. We are not responsible for return postage costs. You MUST write your (RMA) number that was given to you outside the shipping box for identification.
All returns must be authorized in advance by our staff. Returns that do not bear a valid return authorization (RMA) number may be refused by our receiving department, or subject to an additional processing fee. To obtain a return authorization number click on the (Contact Us) link located at the header / footer of our website and complete the support form to get a “Return Authorization Number” and follow the shipping instructions under “Returning Merchandise” above.
Please note that you are responsible for shipping costs to return the product to us. We recommend that all packages shipped to us be insured. We are not responsible for products lost or damaged while in shipment while being returned to us for any reason. All returns must be received at our warehouse no more than 15 days from the date the return authorization was issued. Packages arriving more than 15 days after the date of issuance of the return authorization number may not be accepted for return.
Special orders are not returnable. We do not stock large quantities of all items in our warehouse and therefore we would have to special order them for you. If you order a large quantity of more than 5 of the same item, we will not be able to return any quantity over 5. Therefore, please make sure you are ordering the desired product as well as the preferred amount.
Edible / Personalized items are not returnable.
Shipping Instructions for Returning Merchandise
Be sure the product being returned is packaged in a separate box and properly protected with bubble wrap or foam for protection. We cannot be responsible for returned merchandise that arrives damaged because it was not packaged properly. We can not accept returns that arrive C.O.D.. Make sure all parts, instructions, etc. are enclosed for all merchandise being returned. The products must be in their original display packaging. Again we recommend that our customers insure returned merchandise.
Merchandise Damaged in Transit
If your merchandise arrives damaged, notify us before returning it. We must be notified within two days to insure proper handling of your claim. Remember to keep the original packaging the damaged box and damaged item. Do not discard them before we notify you to do so. This may cause a problem for replacement. This procedure needs to be followed in these rare occasions.
Any part damaged during shipment will be replaced immediately at our cost by regular ground transportation. We may request that you provide a digital picture or other evidence of the damage to facilitate a claim with our shipping insurance provider. The shipping provider may also ask to inspect the package so please do not discard anything until you hear from us.
Again, if there is a situation when you are shipping damaged merchandise back to us, be sure to get a “Return Authorization Number” by clicking on the (Contact Us) link located at the header / footer of our website and complete the support form to get a “Return Authorization Number” and follow the shipping instructions under “Returning Merchandise” above.
Always read the manufacturer’s warranty on any product you receive and keep your invoices as proof of purchase. If the product is, or becomes defective, please notify us before returning it.
When sending defective merchandise back to us, be sure to follow the shipping instructions under “Returning Merchandise”. We can only refund standard Ground UPS, 4th Class US Mail, or FedEx Ground postage on defective or damaged merchandise. Do not ship by UPS Air Service, Federal Express, franchise mailers, etc. as the full amount of these methods of shipping cannot be refunded.
Limitation of Liability
Petgazue.com does not accept liability beyond the remedies set forth herein, including but not limited to any liability for item(s) not being available for use, lost profits, loss of business except as expressly provided herein. Petgazue.com will not be liable for nay consequential, special, indirect, or punitive damages, even if advised for the possibility of such damages or for any claim by any third party.
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7-14 days.
If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorize you to do so.