Customer Service


Our USA customer service team are pet owners that are happy to help you choose the right product for your pet's needs.

We have dedicated teams to help you, please call the appropriate number below to get the quickest possible help.

Wholesale Customers Please call (847) 480-1616.

Retail Customers Please call (800)-707-9819.


Our phone hours are from 8:00 A.M. - 4:30 P.M. CST. Monday - Friday (except on major national holidays).

Voice Mail messages are accepted 24 hours a day, seven days a week. We will call you back within 1 business day of receiving your call. Please allow 2 days on weekends or contact us via email at any time.

Please call us at 1-800-707-9819 between 8 a.m. and 6 p.m. CST or contact us by Clicking Here.

Shipping & Delivery

We ship 90 % of orders the same day. We can normally catch your request for an order change or cancellation.

We will try our best to cancel your order if you call or email us WITHIN 1 hr after placing your order. In the event, we don’t cancel the order; simply refuse delivery of the items.

If an order is refused upon delivery the customer is responsible for all shipping charges and a restocking fee of 10%.


Orders up to $98.99  - $5.99
Overs of $99 and over - FREE SHIPPING
We utilize Fedex as our preferred carrier and send packages via Fedex Ground Service.

Returns & Replacements

We try to make it easy, keeping your pet happy is our goal.

If you are calling about a cool pet pad you purchased - please call (847) 480-1616. We are happy to help you.

We accept returns in GOOD CONDITION only.

We do not accept scratched, chewed or hairy products. If you are purchasing a cool pet pad, we recommend also purchasing a cover for an extra layer or protection.

For unopened and unused products returned in original, sellable condition within 30 days of the date of purchase, we will extend a full refund of the purchase price (excluding shipping charges).

A RMA is required. Send back the other item for a refund. We process refunds within 3 days of receiving the item. We recommend you use a delivery confirmation service.

DEFECTIVE ITEMS: Please send us an email if you feel an item is defective using the "Contact Us" form. In many cases, defective items do not need to be returned for a refund.

WRONG SIZE: Please place a new order for the correct size. Send back the other item for a refund. We process refunds within 3 days of receiving the item.

OUR MISTAKE: In cases where we have shipped you an incorrect product, we will issue a FedEx call tag to have the item picked up. We will re-ship your order at our expense.

You are required to request a return merchandise authorization number by clicking here. RMAs can only be issued via using the website.

Please provide us with your order number, the item(s) you wish to return and the reason for the return. Please make sure to properly package your returns as we are unable to issue credit for damaged merchandise.

For approved returns we will issue a credit within 72 hours via the same method of payment used for the order or you may choose to exchange the item for other merchandise. You will be responsible for any shipping charges for the new items.

The Green Pet Shop is not responsible for rips or tears that were not noticed immediately after the package was opened.

Within 30 days of use we'll replace a pad with tears or rips for 50% of MSRP with a picture of a damage or rip. The customer pays full shipping and handling.

If you think the gel in the pad is not working correctly, we have a limited 12 month warranty on the gel with proof of damage.

Please include a copy of your receipt and send to:


Avanquest Distribution Services
Attn: The Green Pet Shop - Returns
15001 Meridian Parkway Suite A
Riverside, California 92518