Refund, Returns and Cancellation Policies
For Online Purchases:
We want you to be satisfied with your purchase from Northwest Pets. Customers can cancel an online order at any time before it is processed and shipped. All exchanges or returns on online orders must be received by Northwest Pets within 30 days of the original ship date. You must notify Northwest Pets by e-mail or phone of your request to return or exchange an item. Please include your name, the item to be returned/exchanged, the reason for the return/exchange and the original date of purchase.
Items for exchange (that are not defective) must be in salable (new) condition to be credited for a refund (free of any dog hair or dirt and in original packaging with tags attached) - no exceptions. The replacement item will be sent by Northwest Pets when the original item is received from the customer. Returns are not accepted on beds/pads, dog carriers (due to sanitary reasons), toys without guarantees or on items soiled in any way (such as dog boots or clothing) - unless they are defective.
Holiday items such as costumes may only be returned if defective or exchanged for a different size (a refund of the original purchase price will be issued on holiday merchandise only if an alternative size is not available). Costumes must be returned in original packaging and must be in clean condition free of dirt and hair.
Normal shipping charges will apply to all exchanges and original shipping and handling charges are not refundable. Please allow 15 business days to process returns and exchanges.
After 30 days, all warranty-related issues become the sole responsibility of the manufacturer. Customers should direct requests for a refund to the appropriate customer service number or website for the product in question. Do not send product back to Northwest Pets beyond 30 days after the original ship date.
Return or exchange items should be sent to our contact address by UPS or insured parcel post. All packaging material, tags, etc. should be returned, even if merchandise is defective.