If you or your pet aren't happy with an item, you may return it for a full refund or exchange within 30 days of purchase or, for online orders, within 30 days of delivery, except for live animals (see live animal return policy below). Opened items can still be returned.
Ineligible Returns
Pets on Broadway reserves the right to deny any return or exchange if an item shows signs of misuse, abuse, neglect, improper handling, damage caused after purchase, or use outside of the manufacturer's intended purpose.
Returns may also be denied if the item is missing essential parts, is excessively worn, or is returned in a condition that prevents us from reasonably processing the return.
All returns are reviewed at the discretion of Pets on Broadway.
Online Returns
For items purchased online, returns are as easy as 1, 2, 3!
- Fill out a return form. We will respond within 24 hours.
- Once your return is initiated, we'll reach out with next steps on getting your item(s) back to us. If you'd like to exchange a product, there is a flat rate of $6 to ship the replacement to you.
- Give your pet some extra scratchies from us while you wait for your refund or exchange! Depending on your bank, it may take up to 7 business days to see the refund. Exchanges will depend on stock levels, but we'll do our best to get it out the same day we receive the returned product.
Note: Pets on Broadway is not responsible for orders delivered to an incorrect address when the address provided at checkout matches the delivery address on file.
In-Store Returns
For items purchased in store, here's what you should bring with you:
- The item and its packaging, especially for bags of food. For wet food cans, we don't need the old food, just the empty can!
- A proof of purchase: your phone number for the loyalty program OR your receipt.
- Your method of payment. Refunds will be issued to the original method of payment.
In-store purchases made beyond 30 days are eligible for store credit only.
Live Animal Returns
Caring for an animal is a big responsibility. Before bringing home a new pet, we recommend researching its health, habitat, diet, and care needs to make sure it is the right fit for your home.
Our Animal Care Specialists are here to help educate customers on responsible pet ownership before purchase, with the goal of supporting the healthiest life possible for each animal.
We do not guarantee the gender, unless specified, reproductive ability, or temperament of any small animal, bird, or reptile.
All sales of small animals, birds, and reptiles are final, except in cases covered by our live animal health guarantee.
Live Animal Health Guarantee
All live animals go through a species-appropriate observation period when they arrive at our store. We strive to ensure that every animal we sell is in good health before being released to its new home.
If you notice any signs or symptoms of distress, please contact us as soon as possible so we can help address the issue before it becomes more serious.
Health Guarantee Conditions
Pets on Broadway is not liable for illness caused by stress, improper care, irresponsible husbandry, accident, or environmental factors that occur after purchase and are outside the control of Pets on Broadway.
Pets on Broadway may offer a return or exchange if it is determined that the pet was unwell at the time of purchase.
To validate the health guarantee, the pet must be returned to Pets on Broadway within 7 days of purchase, or contact must be made with Pets on Broadway within that 7-day period if the purchaser believes the pet is unwell.
Returns for Reasons Other Than Health Concerns
In rare circumstances, Pets on Broadway may allow the return of an animal for reasons other than health concerns. These returns are approved at the sole discretion of an Animal Care Specialist.
If a return is approved, the refund will be 50% of the purchase price. This reflects the need to place the animal under a new observation period before it can go to a new home.
Rehoming
We do not rehome or resell animals. We are happy to provide resources for customers, but rehoming is not a service we provide.
Live Feeder Rodents
Feeder rodents may be returned within 72 hours of purchase. Pinkies and fuzzies must be returned within 24 hours of purchase.
If you have any questions about your new pet, please call us at (503) 282-5824 and speak with an Animal Care Specialist.