Last Updated: March 10, 2023
At Express Pet Mart, our primary priority is the health and well-being of our animals. Because we deal with live dogs and cats, our return policy differs significantly from traditional retail. Please read the following terms carefully before completing your purchase.
1. Live Animal “Sales are Final” Policy
Due to the stress that travel and environment changes place on young animals, we do not offer returns or “change of mind” refunds once a pet has been delivered to your home.
- A pet is a lifetime commitment, and we encourage all families to be 100% certain before finalizing an adoption.
- Once the animal leaves our facility, they are exposed to external environments that prevent us from safely bringing them back into our nursery for biosecurity reasons.
2. Health-Related Returns & Refunds
We stand behind the health of every pet we sell. As outlined in our Health Guarantee, a refund or replacement may be authorized under the following strict medical conditions:
A. Initial Veterinary Discovery
- You are required to have your pet examined by a licensed veterinarian within 48 hours of arrival.
- If the veterinarian discovers a life-threatening clinical disease or a serious congenital malformation, you must notify us immediately at support@expresspetmart.com with a formal signed report from the doctor.
B. Authorized Resolutions
If a serious health issue is verified by our medical team, Express Pet Mart will, at our discretion:
- Offer a Replacement: Provide a pet of the same breed and value from the next available litter.
- Medical Reimbursement: In certain cases, we may offer to cover veterinary costs up to the original purchase price of the pet.
- Full/Partial Refund: Authorized only if a replacement is unavailable and the pet’s health condition falls strictly within the “covered” items of our 1-year guarantee.
3. Non-Refundable Items & Deposits
- Deposits: Any “Hold” deposit paid to reserve a specific puppy or kitten is non-refundable. This fee covers the cost of removing the pet from the market and the administrative prep work for their travel.
- Shipping & Delivery Fees: Travel costs, flight nanny fees, and crate costs are paid to third-party logistics providers and are strictly non-refundable once the pet has departed our facility.
- Accessories: Unopened and unused accessories (beds, crates, toys) may be returned within 14 days for a full refund, minus shipping costs.
4. The “No-Shelter” Rehoming Commitment
We understand that life circumstances can change (allergies, housing shifts, etc.). While we do not offer refunds for these situations, we are committed to the safety of our animals:
- The Return Option: If at any point in the pet’s life you can no longer care for them, you may return the pet to Express Pet Mart.
- No Refund Provided: Please note that returns under these circumstances do not trigger a refund or credit. Our goal is simply to ensure the animal is rehomed safely and does not end up in a shelter.
5. Exclusions to the Policy
Express Pet Mart will not issue refunds or replacements for:
- Behavioral Issues: We provide socialized pets, but training is the responsibility of the owner.
- Minor Health Issues: Conditions common to travel or puppyhood, such as worms, coccidia, or “kennel cough,” are not grounds for a refund as they are easily treatable.
- Size/Color/Weight: While we provide estimates based on parentage, we cannot guarantee the exact adult size or coat color of a growing animal.
6. How to Start a Claim
To initiate a health-related claim, please contact our Claims Department at claims@expresspetmart.com. You must provide:
- Your Order Number.
- Clear photos/videos of the pet.
- Full medical records from a licensed US veterinarian.