RETURN & REFUND POLICY

As your neighborhood pet store, we want you and your pet to be happy with your purchase. Our services are also guaranteed. If you are not satisfied with your experience, let us know and we will do our best to make it right. 

Last Modified: 3rd. December 2022

Return information:

All order issues must be reported to us within (30) days of delivery. Unless specified otherwise (i.e. products marked as “Final Sale” or “Clearance”) you can return purchased items within thirty (30) days of delivery by submitting a ticket request for return via our RMA process in your my account.

  • After thirty (30) days of delivery, all items purchased are non-refundable and all sales are final. An RMA number must be issued/provided for your return and refund to be processed. Once returns are received, they will be inspected and processed within 3-5 business days. When your return processing is complete, we will issue credit or refund to your original payment method. Refunds generally process within 5-7 business days depending on your bank or financial institution.
  • Items returned are fully refundable provided the items are returned in the condition they were delivered in and are subject to a 10% re-stocking fee. Depending on the condition that the item is received (i.e. damage to the package, water damage, intentional damage, signs of use, etc.), we reserve the right to issue a partial refund or return the item back to you and not issue a refund for the purchase.
  • Defective items or items shipped in error are returnable following our RMA process. Items returned because of customer preferences/change of mind are returnable with an issued return authorization (RMA), but we do not cover return shipping. In such cases, we do our best to provide replacements when requested, but due to pricing and limited supplies, we cannot guarantee that inventory will be available. If you need to initiate a return, we suggest initiating a support request by logging into your Newcastle Pet Supply my account

Cancellations and Order Changes:

You may cancel or edit your order on your own within 1 hour of placing the order. You may make those changes from your order confirmation page, confirmation email, or if you sign into your account. After the 1 hour window, we may not be able to cancel your order if it has already been processed. Please note that orders process quickly, so be sure to notify us as soon as possible if you need to make a change. If your order has already shipped and cannot be canceled, please refer to the Return Policy above on how to return your order. For additional help canceling or modifying an order, please contact us. Be sure to include your order number.

Missing Items: If your order is missing item(s) please login to your my account and submit a ticket or email us at info@newcastlepetsupply.ca.

Be sure to include your order number and a message describing what is missing from the order.

 

Newcastle Pet Supply

Servicing Newcastle & surrounding areas with a variety of pet food options (Kibble, Canned Food, Dehydrated Raw, Freeze-Dried and Raw), pet supplements & pet accessories

Contact Us

361 King Ave. E Unit #2 Newcastle, ON L1B 1H4

(289) 600-9498

info@newcastlepetsupply.ca

Opening Hours

Mon – Fri: 10am – 8pm

Sat: 10am – 6pm​​

Sun: 10am – 6pm

Customer service