At Quality Pet Supply Store, we’re committed to making shopping for your furry friends as convenient and worry-free as possible. Here’s everything you need to know about our shipping and returns processes.
Shipping Information
Order Processing
We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.
Shipping Methods & Delivery Times
We offer two shipping options to serve your needs:
Standard Shipping – $12.95
- Carrier: DHL or FedEx
- Delivery time: 10-15 business days after shipment
- Includes tracking
Free Shipping
- Available for orders over $50
- Carrier: EMS
- Delivery time: 15-25 business days after shipment
Delivery Areas: We ship worldwide, excluding some Asian countries and remote areas. Please contact us if you’re unsure about delivery to your location.
Accepted Payment Methods
We accept Visa, MasterCard, JCB, and PayPal for your convenience.
Returns & Exchanges
We want you and your pets to be completely satisfied with every purchase. If you’re not happy with your order, we offer a simple return process.
Our Return Policy
We accept returns and exchanges within 15 days of delivery. To be eligible:
- Items must be unused, in original packaging, and in resalable condition
- Proof of purchase is required
Non-Returnable Items
For health and safety reasons, we cannot accept returns on:
- Dental Care products
- Health & Wellness products
Exceptions are made if these items arrive damaged or defective – please contact us within 3 days of delivery in these cases.
How to Return an Item
- Contact Us
Email our customer care team at [email protected] within 15 days of receiving your order. Use our template below for faster processing. - Wait for Approval
We’ll respond within 2 business days with return instructions and an RMA number. - Package Your Item
Securely pack the item with all original packaging and include your RMA number. - Ship It Back
Send your return to:
Quality Pet Supply Store Returns
2882 Granville St
Halifax, CA B3K 5L2
Return Shipping
Customers are responsible for return shipping costs unless the return is due to our error (wrong item sent or defective product). We recommend using a trackable shipping method as we cannot be responsible for lost return packages.
Refund Process
Once we receive and inspect your return:
- Timing: Refunds are processed within 5-7 business days after we receive your return.
- Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal).
- Shipping Costs: Original shipping fees are non-refundable.
Exchanges
To exchange an item:
- Follow the return process above
- In your email, clearly state the item you’d like to exchange for
- We’ll process the exchange once we receive your return
If the exchange item costs more, you’ll need to pay the difference. If it costs less, we’ll refund the difference.
Damaged or Defective Items
If your item arrives damaged or defective:
- Contact us within 3 days of delivery
- Include photos of the damage/defect
- We’ll arrange for a replacement or refund and cover return shipping if needed
Return Request Template
Subject: Return Request – Order #[Your Order Number]
Dear Quality Pet Supply Store Team,
I would like to request a return/exchange for my recent order (#[Your Order Number]).
Item to return: [Product Name, SKU if available]
Reason for return: [Please specify]
Preferred resolution: [Refund or Exchange for…]
I confirm that the item is unused and in its original packaging.
Please send me return instructions at your earliest convenience.
Thank you,
[Your Full Name]
[Your Email Address]
[Your Phone Number – optional]
Questions?
Our pet-loving customer service team is happy to help with any shipping or return questions. Contact us at [email protected] and we’ll respond within 2 business days.
Thank you for shopping at 4Paws Market – where your pet’s happiness is our top priority!