Returns, Replacements & Warranty Information
We try to make it easy, keeping your pet happy is our goal.
We accept returns in NEW CONDITION only within 30 days of purchase.
We do not accept scratched, chewed or hairy products. We advise if you are buying the cooling pad to purchase a cover or use it with a lightweight sheet until you determine if your dog likes the pad.
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).
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 call tag to have the item picked up. We will re-ship your order at our expense.
EXCHANGES: We are sorry, we don’t do exchanges. Simply reorder the new item and we will refund you for the item you returned.
WARRANTY: The Green Pet Shop warrants to the original consumer, that this product will be free of defects and workmanship for a period of at least one year from the date of purchase. The manufacturer’s liability hereunder is limited to replacement of the product. This warranty is void if the product has been damaged by accident, unreasonable use, neglect, tampering, or other causes not arising from defects in material or workmanship.
TO EXERCISE YOUR WARRANTY: If, during your warranty period, your product malfunctions*, please call our office at (847)480-1616 for a return authorization number. Authorizations will require that you have the original dated proof of purchase. *Please see product description for use instructions.
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 .
- 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 manufacturers warranty on the gel with proof of damage. *Please see product description for use instructions.
- Please include a copy of your original receipt and your return merchandise authorization number and send to:
Avanquest Distribution Services
Attn: The Green Pet Shop – Returns
15001 Meridian Parkway Suite A
Riverside, CA 92518
In cases where we have shipped you an incorrect product, we will issue a return label to have the item picked up. We will re-ship your order at our expense.
If you have any questions regarding these policies, please contact The Green Pet Shop at 1-847-480-1616 or by Clicking Here.