Return Policy

OUR RETURN PROCESS (updated September 02, 2024)
Thank you for your purchase. We hope you are happy with your purchase here at Rover Pet Supplies. Please see below for more information on our return policy.

RETURNS
All returns must be requested within twenty (20) days of the purchase date. 
All returned items must be in new and unused condition, with all original tags and labels attached.  Any products that have been used, display excessive wear, are dirty, have pet hair on them, dog fence wire removed from the spool, used dog fence flags, or other signs of prolonged use are not eligible for a refund. The following products due to health and sanitation issues, if used or opened are not eligible for refunds: Doggie Dooley products.

Return shipping costs and any restocking fee will be deducted from your refund or store credit on all returns due to buyer's remorse.  
All returns over $500.00 will be in the form of a credit memo (store credit) to be applied against future purchases.
Restocking Fees:
  • PetSafe and SportDog -   No Restocking Fee
  • Perimeter Technologies - No Restocking Fee
  • Doggie Dooley -  20% Restocking Fee
  • Dogtra - No Restocking Fee
  • Richell Pet Gates - 20% Restocking Fee
  • PetsStop - 15% Restocking Fee
  • Prevue Pet Products - 20% Restocking Fee (Must be unused and in original packaging)
  • GoPet Treadmills & TreadWheels - 30% Restocking Fee
  • Pet Step - 15% Restocking Fee
  • Ware - 10% Restocking Fee
  • Bark Buddy - No Restocking Fee
  • Essential Pet Products - No Restocking Fee

If the return is a result of a defect, damage in transit, or a shipping error on our part your return shipping cost and restocking fee is waived, and original shipping charges will be fully refunded. 

Some of our products are shipped directly from the manufacturer. If your product was shipped directly from the manufacturer, we will provide you with the address for returning the product. If these items are shipped to us, we will charge you the cost of shipping the item(s) to the manufacturer or we may, at our option, refuse delivery.

Returns must be sent via a reputable shipping company such as UPS, USPS or FedEx and must have a tracking number.

RETURN PROCESS
  •  Open the order that has the item(s) you want to request a replacement or refund for.
  • In your order confirmation email click on the order link to quickly find the order this works for both guest orders and account holders.
  • If you have an account with us log into your account open order history, select the order to view.  
  • Locate the Request a Replacement or Refund button at the bottom of the order. Click on it and start your request.

  •   Request Authorization Action: 
  1.        Return or Replace Item
  2.        Refund to Payment Method Used
  3.        Refund As A Store Credit
  •  Reason: what is the reason for the request?
  •  Additional block please include any further details or information that you think would be informative in the process
  •  Email notifications will be sent for every update and step in the process
  •  Damaged product please include pictures of the item. Do not discard the item or return item until further update.
  •  For additional information on the manufacturer's warranty for a specific product, please contact the manufacturer directly for assistance. 
  • Once we have approved your return we will either credit your card or issue a store credit.  If you need to return the item we will provide you  the correct shipping address with your approval to return.
Please note: you will be responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return.
Please allow at least thirty (30) days after we receive your item to process your return or exchange.

Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company.

DEFECTIVE OR DAMAGED ITEMS
Please contact us using the Request for Return button in your order information for a defect or damaged items.  Please do not ship products back to us, we will provide shipping labels and replacements promptly. 
EXCEPTIONS
The following items cannot be returned or exchanged:
     ●      Special order items, seasonal, holiday, measured to custom size products
     ●     Sale items marked FINAL SALE and cannot be returned.
MANUFACTURER WARRANTY
Most products include a manufacturer's warranty. For additional information on the manufacturer's warranty for a specific product, please contact the manufacturer directly for assistance.
QUESTIONS
If you have questions concerning our return policy, please contact us at:
Rover Pet Supplies 
(417) 541-5150
support@roverpetsupplies.com
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