Goods returned for refund or exchange must be received within 30 business days from the date of receipt. To be eligible for a return, the item must be in new, unused, unopened condition and in the original packaging that you received it. 

Refunds

Once your returned item is received, you will receive an email notifying you the receipt of your returned item, and the approval or rejection of your refund. If approved, your refund will automatically be applied to your credit card or any other initial method of payment.

Please note that it may take some time before your refund is officially posted. There is often some processing time before a refund is posted. Contact your bank If you haven’t received a refund after one week. If the bank can’t find a refund and deposit it into your account, please contact us at info@premierpetmart.com.

Premier Pet Mart offers a 30 day money back guarantee on all products sold. After this time, products are covered by the manufacturer’s warranty. In that case, you will need to contact the manufacturer directly. Although our aim is to provide a fast and efficient turnaround of faulty goods, it’s important to note we cannot always offer instant replacements. Delays might be expected should we need assistance from suppliers or manufacturers.

Sale items are not refunded. Only defective or damaged item can be replaced or exchanged for the same item. Please email us at info@premierpetmart.com so that we can arrange for the shipping.You will need to repack the product well enough for shipping and well enough to prevent further damage. We cannot be held responsible for any damage caused during return transit due to inadequate protection. Any physical damage caused may also void any existing warranty coverage on the product.

Please ship to our store at the following address: 1070 Stone Church Rd E, Hamilton, Unit 46, ON L8W 3K8, Canada

You will be responsible for paying for your own shipping costs for returning your item, except when we have sent you an incorrect item. In that circumstance, we will refund  the costs associated with having to return the item to us. The refund can only be paid once the item has been received by Premier Pet Mart. We don’t guarantee that we will receive your returned item. We are not responsible for lost of shipped back items. You should consider using a trackable shipping service or purchasing shipping insurance.

Shipping costs, if applicable, are non-refundable. 

In order to prevent this kind of inconvenience, please be careful when ordering items, read a product’s description carefully or contact us by email at info@premierpetmart.com or by phone at 1-289-309-1000 or 1-800-759-1839 to ask for advice prior to making a purchase. Premier Pet Mart will not offer refunds based on incorrect choice or for the unsuitability of products.

Cancellation and Refund

Order cancellation can be made by phone or email, and please allow at least 48 hours for the request to be processed and the order cancelled. If the order is already shipped, we can still cancel the order, but shipping fee will not be refunded. You will also need to ship us back the items at your own expense. The item must be received back as it was shipped, and any physical damage of the item caused may void a cancellation and refund. 

Defected Items

Return the complete defected product including any manuals, boxes or other accessories included with the product. We will replace a defected item and ship it to you at our expense within the 30 days warranty. Some products sold by Premier Pet Mart may be provided with an extended warranty from the manufacturer. You may need to directly contact a manufacturer to handle these types of manufacturer warranty claims.