Pets Alley Return Policy

At Pets Alley we pride ourselves on satisfying our mission to meet our customer’s expectations through providing exceptional and individualized customer care.  We work hard to ensure that we ship quality products in a timely fashion to fulfill our customer’s orders.  Our return policy guidelines are as follows.

All return items must be in new and unused condition including the original packaging and tags.  You must notify PetsAlley via email within 10 business days after receiving your order.  You can return items for an in store credit for 100% of your purchase price (less shipping charges).  This does not apply to custom products or items that are not returnable under any circumstance.  In store credits are good for up to 1 year from the date of your purchase.  If your order originally qualified for free shipping, then we will withhold up to a $15.00 S&H handling fee to help offset labor, materials, & shipping expense.  The majority of return requests will be processed  within 3 business days of receipt of the returned product. All returns will require email certification from a customer service agent at help@petsalley.com.   Please include your order number within this email.  All return shipping costs are the responsibility of the customer except in a case where Pets Alley shipped a defective or incorrect item.  You are responsible to ensure that the item reaches us, so you should use a reputable shipping company with tracking numbers.  We are not responsible for items that are shipped back to us, and never reach us.

Certain custom orders as well as used items are not returnable. A restocking fee of 30%, in addition to shipping costs, will be charged for non stock items, should you decide to return them.
The following products are not returnable under any circumstance:  food and healthcare products, scratch posts, beds, jewelry, and special order items.

All pet bags, totes, and carriers are not eligible for refunds.  If they are unused, in the original packaging, and not custom orders, then we will gladly allow you to exchange them for another bag, tote, or carrier of equal or greater value.  We will charge your credit card for the shipping costs and any price variance.  Any carrier exchange requests must be made within 48 HOURS of receipt of your order, and must be done via email (help@petsalley.com).  This is to help ensure that pet carriers are not used and later returned for an exchange.

Returned products must be in new and unused condition, in the original box with all the documentation, parts and accessories to insure credit. "New and unused" means sale-able condition, not dirty and not washed. We cannot accept returns for an item with any indications that it has been used.
** Health regulations prevent sellers from taking back carriers and other pet items that have been used. This is for the health and safety of pets, to protect them from contagious diseases and pests.

We love satisfied customers so if you have any questions about this policy, please feel free to contact us via email at help@petsalley.com or telephone at (303) 683-2923.

If your order arrives at your door damaged, broken or defective, we will at our discretion,  either replace the broken parts if possible or ship out a new one completely at our expense.  You may be required to hold onto the damaged item for up to 30 days for inspection by the shipping company.

Requests for replacement parts will be processed as quickly as possible. Please note that we are not able to express ship replacement pieces.

We work hard to make your shopping experience at Pets Alley an enjoyable one.

Canceling Your Order
If you have placed an order and would like to cancel it, please call us at (303) 683-2923 within four hours of placing your order to cancel it free of any charges.  We experience a large volume of telephone calls, so if your call goes to voice mail then please leave your name, phone #, invoice #, and a brief description of your situation.  A customer service representative will follow up with you as soon as possible.

Don't worry! Even after the four hours, our friendly customer service will do all that we can to stop the items from being processed and/or shipped but there is no guarantee that we will be able to stop it in time.

Privacy Policy
We will never to sell any customer's information to a third party. This is our pledge to you, our customer. Any information gathered on this site will be used only by Pets Alley. Your privacy is our first and main concern, and information obtained by Pets Alley to conduct business will never be transferred to other persons or entities.