Refund Policy
Return & Refund Policy
If you are not satisfied with your in-store or online purchase, we will happily issue you a refund or an exchange within 30 days of purchase as long as the following criteria are met:
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All NON-FOOD ITEMS must be brand new, tags attached, unwashed, damage-free, and hair-free.
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For any unopened products, returned in their original packaging with a receipt within 30 days of purchase, refunds will be issued using the original method of payment.
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FOOD ITEMS returned opened are applicable to items covered by manufacturer guarantees, or under our discretion policy. See requirements below.
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Products returned without a receipt will not be accepted.
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If you made your purchase online and do not live close to our store, kindly contact us by e-mail: hello@mercadopet.ca or call our store at (437) 747-7456 to arrange your return.
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Customer is responsible for shipping the item(s) back and will incur the shipping costs.
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Clearance items are Final Sale.
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OUR DISCRETION POLICY
If you find yourself dissatisfied with any food (except raw), treat, or supplement, you are eligible for an EXCHANGE only, provided the item meets the following requirements:
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To qualify, 80% or more of the product must be remaining.
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A valid purchase receipt must accompany all returns, and it must be within the 30 days of purchase.
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This policy is applicable exclusively to food (except raw), treats, and supplements, excluding all other products.
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Returns are not accepted on:
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Clearance and sale items
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Collab Marketplace purchases
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Special order items
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Crates, beds and cat trees
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Litter pans and sanitary items
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RETURNS IN-STORE
Both in-store and online purchases can be returned in-store for a refund or exchange. To process your return or exchange in store, please bring along the following:
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Debit/credit card used to make the purchase
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In-store receipt or shipping confirmation email
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Shipping charges are non-refundable. Any merchandise that is in used condition and/or returned without the original packaging may be refused.
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Before you send an item back to us please contact us by email, live chat or phone to receive an authorization form. Have in hand your order number too.