ABOUT RETURNS AND REFUNDS
Sometimes products can get damaged in shipping or the size you order doesn't fit. No matter what the issue you have with the product, if it still has its tags we will accept all returns within 45 days.
We are always ready to assist you should you have any issues with your products.
Please make sure you provide us with a phone number where you can be reached in the next 12 hours.
We try our best to fill your orders correctly; however we can make a mistake and send you an item you did not order. In this case return it and we will credit your card for the full value of the item PLUS outbound shipping AND return shipping. Wrongly shipped items MUST be returned in their original product package with all documentation in order for proper credit. If you are disappointed (does not include damage claim) with your purchase for any reason within 45 days of purchase, we will take it back, but YOU will have to pay for return shipping for proper credit. Original product packaging and documentation required and product MUST be in resalable condition.
PRODUCTS RETURNED WITHOUT DOCUMENTATION OR IN NON RESALABLE CONDITION WILL NOT BE CREDITED.
If the product is defective, please notify us within 72 hours and return it to us along with the original product packaging and documentation for full credit, including return shipping. Damage in shipping that is beyond our control cannot be refunded UNLESS you requested insurance on the shipment. Damage in shipping MUST be reported within 72 hours of receipt of order, so we can begin the claims process. KEEP ALL PACKAGING AND PAPERWORK FOR PROCESSING UPS CLAIMS. UPS includes up to $100 insurance on all shipments (additional insurance can be requested at a charge). Credit for items damaged using UPS will be claimed with UPS. Please notify us of any damage and SAVE everything. We will put in the Claim. USPS has NO insurance unless you request it. If you did not request insurance and an item is damage, we cannot process a claim. NO refunds on International shipments unless you request Insurance. Continental USA, Alaska, Hawaii, APO, FPO and International - Handling Charge is $2.99.
Cancelling an item or order
Due to our commitment to process orders quickly, TheSuperPet.com is only able to accept cancellation requests via email. Please follow the directions below to submit a cancellation request. TheSuperPet.com will send you an email confirming if your cancellation request has been approved or denied within 2 business days.
**All cancellations will be confirmed in writing: if you have not received an email confirmation, your order has not been cancelled. ea is unable to cancel an order once it has shipped or been prepared for shipping.
If we are unable to cancel your order as requested, you may return the product under our Standard Return Policy. If your order has successfully been cancelled, TheSuperPet.com will process the refund back to the original method of payment within 3-5 business days.