Refund policy
If you are unhappy with your purchase, please send it back to our distribution center within 30days of the delivery date. We are happy to issue you a refund in the form of a Petex Paradise Inc E-Gift Card for use on a future purchase on petexparadise.com. E-Gift Cards never expire!
Helpful Hint: if returning by mail, we suggest using USPS flat rate shipping for convenience (you can find information on flat rate shipping HERE). You will be responsible for covering shipping costs to return items.
Returned items must be unused (original condition). Defective items must be reported within 4 days of receipt. If not reported, we will not issue credit. If you believe you have received an incorrect item, please contact us within 24 hours of receiving your package.
Merchandise purchased online can be returned via mail to our distribution center. No in-person drop-offs will be accepted at our distribution center or corporate office. We recommend shipping packages back using USPS Flat Rate shipping (you can find information on flat rate shipping HERE), after that let us know the return tracking number by customer service with your order number, as we are not responsible for lost packages or stolen packages. Without proof of receipt and delivery, Petex Paradise Inc will not issue return credit.
Please note that return shipping costs are the customer's responsibility. Petex Paradise Inc does not provide return shipping labels. A restocking fee will be assessed on orders that are refused by the customer at the time of delivery or returned due to an "un-deliverable" address. We recommend you provide a verified address and not the PO Box.
Reserved Rights Regarding Returns
Petex Paradise Inc reserves the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:
- An irregular or excessive returns history involving, used, altered, damaged, or missing items; or,
- Potential fraudulent or criminal activity.
Similarly, Petex Paradise Inc reserves the right to refuse service to any customer or entity, due to similar actions as noted above.
Non-Petex Paradise Inc items sent to our distribution center will be discarded upon receipt.
Fraudulent Activity & Excessive Returns
Our Customer Protection Team also handles situations in which a customer’s return history may be indicative of fraudulent activity. In these situations, the Customer Protection Team will reach out to discuss the situation and work with you to either resolve the issue or determine if we need to refuse service going forward.
Exchanges
No Exchange for the used or opened items. Must contact us within 4 days of receipt.
Damaged Items
We will issue you store credit in the form of an E-Gift Card, and you can repurchase the item if desired. Please let us know the item title and your order number. As we are not liable for packages that get lost after ‘Delivered’ on the tracking number.
Once we receive your package, we will email you an E-Gift Card in the amount of your item.
Return by Mail
Please send us a copy of the packing slip with the item(s) being returned. Kindly note that without including the copy of the packing slip with your returned item(s) there may be a delay in processing your return.
Pack your item(s) securely in the original product packaging, if possible. All items must be returned in original condition (including all paperwork, packaging, and accessories). All items must be unused, unaltered, and unopened. We do not accept returns on final sale items.
All return shipping charges must be prepaid. We do not accept COD deliveries; they will be rejected. We recommend sending your return via USPS Flat Rate with a tracking number and insurance, as we are not responsible for lost or stolen packages.
Send your package to:
Petex Paradise Inc
7800 Airport Business Parkway, Suite B
Van Nuys, CA 914065
Credit
Store credit via E-Gift Card for your returned item(s) will be processed once they are received at our distribution center. Please allow 5-7 days to process your return once it is received into our distribution center. Your E-gift card covers the original purchase price and tax if applicable. Petex Paradise Inc does not credit original shipping charges.
Stale Returns
Petex Paradise Inc requires items to be returned within 30 days of original receipt. Returns received in our distribution center after 30 days are considered stale returns. Stale returns by mail are subject to being rejected. Alternatively, if the cost returning the item to your attention exceeds the then current value of the item, Petex Paradise Inc will apply a 50% restocking fee to the item(s) when processed in our distribution center. An E-Gift Card for the remaining balance will be issued following our normal returns process.
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.