Refund Policy

 

 

Hero Pet Supplies Refund Policy

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Returns:
Our 100% Happiness Guarantee lasts 365 days. If 365 days have gone by since your purchase, we will consider offering you a refund or exchange on a case by case basis.

If for any reason you or your companion animal(s) are not absolutely 100% satisfied with your purchase, you are eligible for a full refund by returning the product(s) within 365 Days.  Please send your refund request to accounts@heropetsupplies.com.  We will still honor our 10% charity pledge even after your refund is issued.

Several types of goods are exempt from being returned. Perishable goods such as pet food and treats are exempt.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)

(Any item not in its original condition, is damaged or missing parts for reasons not due to our error and any item that is returned more than 365 days after delivery)

Refunds (If Applicable):
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.


If you’ve done all of this and you still have not received your refund yet, please contact us at accounts@heropetsupplies.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items and wholesale purchases cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at accounts@heropetsupplies.com and send your item to: 707 E 37th St. Baltimore MD 21218.

Gifts:
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping:
To return your product, you should mail your product to: 707 E 37th St. Baltimore MD 21218

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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