Refund Policy FAQ

Refund Policy FAQ

Frequently asked questions about returns, refunds, and exchanges.

Can I return or exchange items?

We may replace or refund any products that contain any physical container damage, bottle defects, defects in the label, fabric cutting appearance of the product itself. If you are missing an item or the item that you receive is damaged, then please contact us and we will send out a replacement free of any shipping costs to you. You must notify us within 2 days of receipt of shipment. In the case of damage, we require actual photos of the damaged products in order to process an exchange or refund.

If a refund is deemed necessary, then we will manually refund your transaction for the appropriate amount for the returned items. Charge backs will not be taken lightly and will subject the client to being put on the no-sell list. Refunds will only be issued after the items have been returned to us. Please always contact us first because most issues can be resolved very easily.

My order was lost, damaged or stolen! 

All Claims covered through Route Protection can be filed here: http://www.prepetpro.com/contact  

If you did not pay additional at checkout to protect your order, your order will only be covered up to $100 by the shipping company. Contact us at sales@preprtpto.com and we can file a claim for you. 

The item I received is damaged, or does not work properly!

Please inspect your order upon reception and if the item is defective, or damaged the please contact at the counter or email sales@preprtpto.com. All products are covered under a 3 months manufacturer warranty.

How do I cancel my order?

Due to the volume of emails we receive daily, there is no guarantee we can cancel orders after they are placed. Once an order reaches fulfillment, it cannot be canceled. All order cancelations are subject to a 25% cancellation fee. No exceptions. 

My question is not addressed.

If you have any other questions regarding your order please reach out to us at sales@preprtpto.com