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WE DO NOT ACCEPT RETURNS OR EXCHANGES ON PRESCRIPTION MEDICATIONS. HOWEVER, IF THE MEDICATION YOU RECEIVED IS INCORRECT OR DAMAGED, WE WILL GLADLY EXCHANGE IT FOR YOU OR PROVIDE A REFUND ON A CASE-BY-CASE BASIS.
If you wish to cancel an order before it has been processed and shipped, please contact our customer service using the live service tab in the bottom right corner of the site.
Although our fill rate is very high with FedEx, we recognize that sometimes mistakes will be made. If there are issues with an order, as a result of actions by Pet Assistant or FedEx, some costs can be covered by a credit to your account. In order to receive a credit, you must fill out our brief request form here:
See the following for an example of possible issues and whether they are covered by our refund policy:
What We Cover:
Products that are damaged in transit
Orders delivered with incorrect product(s)
Products that are expired upon receipt
Orders that are delivered to an incorrect address
What We Don't Cover
A customer not being satisfied with their product
A customer placing an order for the wrong item
An order that is submitted in error
An order that is submitted with an incorrect address
An order that turns out to be fraudulent
If you experience an issue that is not covered by our refund policy, and would still like to notify us, please send an email to firstname.lastname@example.org
Credit requests must be submitted within thirty days of the customer's order date. Pet Assistant reserves the right to audit all credit requests and investigate any issues before applying a credit to your account.
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