VetsGrade Inc. Returns & Exchanges Policy (Pet Wellness Product Returns & Refunds)
At VetsGrade, we are committed to providing high-quality pet wellness products and ensuring your complete satisfaction. If you need to return or exchange an item, our process is simple, transparent, and customer-friendly while ensuring fairness in handling returns.
Return & Exchange Eligibility
• You may request a refund, replacement, or exchange within 30 days of receiving your order.
• Products must be unopened, unused, and in resalable condition to qualify for a return or exchange, unless they arrived damaged during shipping.
• Used, opened, or customer-damaged items are not eligible for return or refund.
📌 Tip: Before purchasing, check our Product FAQ to ensure you’re selecting the right item for your pet’s needs!
Damaged or Defective Items – Shipping Carrier Claims
If your order was damaged during shipping, follow these steps to get a replacement:
1️⃣ File a claim with the shipping carrier (USPS, UPS, FedEx, etc.).
2️⃣ Obtain a case number and request documentation of the damage.
3️⃣ Email us at fulfillment@VetsGrade.com with:
• Your order number
• Case number from the shipping carrier
• Photos of the damaged product & packaging
4️⃣ Once verified, we will work with the carrier to facilitate a replacement or refund.
📌 Important: Refunds or replacements for shipping-related damage require proof from the carrier. Claims without a case number may not qualify.
How to Initiate a Return or Exchange
If your return meets our eligibility criteria, follow these steps:
1️⃣ Contact Us – Email fulfillment@VetsGrade.com with your order details.
2️⃣ Get Approval – Our team will review your request and send return instructions.
3️⃣ Ship It Back – Return items in original packaging within 7 days of approval.
4️⃣ Processing – Refunds are processed once we receive & inspect the item.
📌 Note: Customers are responsible for return shipping costs unless the return is due to an error on our part (e.g., incorrect item sent).
Frequently Asked Questions (FAQ)
Can I return opened pet supplements?
No, we only accept unopened and unused products. This ensures safety and product integrity for all customers.
What if my pet doesn’t like the product?
We encourage you to check our Product FAQ or contact us before purchasing. Since our wellness products are perishable, we cannot accept returns based on pet preference.
What happens if I receive the wrong item?
Contact us at fulfillment@VetsGrade.com, and we’ll make it right with an exchange or refund.
What if my order never arrives?
If your package is lost in transit, contact the shipping carrier first. If unresolved, reach out to us with your tracking number.
Need Help? Contact Us!
We value your satisfaction and stand by our premium pet wellness products. For questions about returns, exchanges, or product concerns:
📩 Email: fulfillment@VetsGrade.com
📍 Visit Our Contact Us Page
Thank you for choosing VetsGrade – Where Your Pet's Wellness Comes First!