Returns Policy
Our Return Policy was last updated on 20/01/2024.
At PetSafe HQ, we are committed to the quality and reliability of our products. We provide a lifetime warranty on all PetSafe Pet Tags, ensuring your peace of mind. Additionally, in the rare event that you receive damaged goods, we offer a full refund or exchange for items that are faulty upon arrival.
Order Cancellation Policy
We understand that circumstances can change. You may request the cancellation of your order within 12 hours of placement, provided no custom engravings were ordered. To initiate a cancellation, please contact our customer service team promptly.
Returns and Exchanges
Our aim is to ensure that you are completely satisfied with your purchase. We offer a 100% refund for products that are damaged or faulty upon delivery. Moreover, if you find that the product does not meet your expectations or if there has been an error in your purchase decision, we invite you to reach out to us. We will review each case to assess the eligibility for a refund or exchange, providing it is accompanied by a valid justification.
We at PetSafe HQ prioritize the quality and condition of our products. In the event that you receive a damaged product, or are unsatisfied with the PetSafe Pet Tags, we have a straightforward return process to ensure your satisfaction:
- If you need to make a return, please notify us within 2 days of delivery. Contact us via email at support@petsafehq.com with your order number, name, and a detailed reason for the return.
- Upon receipt of your return request and our approval, our customer support team will provide you with detailed instructions on where to send the returned goods. To ensure the safe and traceable delivery of your return, we highly recommend using a shipping service with tracking capabilities. Please note that PetSafe HQ is not responsible for lost shipments during the return process.
- The cost of shipping the returned item back to us will be your responsibility. We advise opting for a tracked shipping method to avoid any complications with lost packages.
- Once we receive and inspect the returned item, you will be notified via email regarding the status of your refund. If the return is approved, a refund will be processed to your original payment method promptly.
- Please be aware that any original shipping costs are non-refundable. The refund will only cover the cost of the product itself.
We are committed to ensuring that your experience with PetSafe HQ is positive, even in situations where a return is necessary. For any further assistance or questions regarding our return policy, please feel free to reach out to our customer support team.
Shipping and Handling
Order Processing Time
At PetSafe HQ, we are committed to prompt and efficient service. Our standard order processing time for all in-stock products is 2-3 business days. This timeframe ensures that your order is thoroughly prepared and ready for dispatch.
Exclusions in Timeline
Please be aware that our processing timeline excludes weekends (Saturdays and Sundays) as well as public holidays. This is to ensure accuracy in our processing and to align with standard working days.
Changes to Your Order
We understand that sometimes changes need to be made to an order after it has been placed. If you need to make any modifications to your order, we recommend contacting us as soon as possible. Our team will make every effort to accommodate your request, subject to the status of your order.
Contacting PetSafe HQ Customer Support
For any questions or queries regarding your order, or for assistance with any aspect of our service, please don’t hesitate to reach out to us. Our dedicated customer support team is available at support@petsafehq.com and is ready to assist you with a prompt and helpful response.
At PetSafe HQ, we are dedicated to ensuring a smooth and pleasant experience for our customers, from the moment you place your order to its delivery at your doorstep and beyond.