Returns and Refunds
REQUEST A RETURN AUTHORIZATION
To request a return authorization, please review the Return Policy below and email [email protected]. All returns must be preauthorized with an return authorization number and copy of invoice.
Make sure to include:
- E-mail address and phone number
- Invoice or Receipt number
- Item number and quantity to be returned
- Reason for the return
One of our customer service representatives will respond within 24-48 hours during our normal business hours.
1-800-525-7387
Monday – Friday: 7:30am to 5:00pm AZ MST.
RETURN POLICY AND PROCEDURES
Return within 30 days from the date of delivery for a full refund, less UPS published shipping rate. Merchandise must be in new, saleable condition and in original packaging. All packaging and accessories must be returned. A credit amount will be issued minus a 15% restocking fee and/or the cost of missing accessories. Credit may be issued to the original credit card, or as a store credit in the form of a gift card.
Damaged, defective, or incorrect items must be reported within 7 days of delivery.
For orders refused by the customer or undeliverable, shipping fees will be deducted at UPS published shipping rate upon return of the order.
If the item arrived with a free item or gift, free item must also be returned in saleable condition. If free item is not returned, Ryan's Pet Supplies reserves the right to deduct the cost of the items from the refund.
Ryan's is not liable for any return package that is lost or stolen in-transit. Please keep your proof of postage and/or return tracking number when shipping back your returns.
EXCHANGES
On non-defective items, customer is responsible in paying return shipping costs as well as $5.89 shipping cost (normal exclusions apply) to reship any exchange items back to the customer.
CLEARANCE ITEMS
All sales are final on clearance items.
PRODUCT RETURN REASONS
Defective / Does not Work
After verification inspection Ryan's Pet Supplies pays return shipping cost
Different from what was ordered
After verification inspection Ryan's Pet Supplies pays return shipping cost
Item Damaged
Sometimes, a package may get damaged in transit. If your package appears damaged at the time of delivery, you have the right to refuse the shipment. If a package arrives damaged, contact us immediately.
- For UPS damages, make sure the driver examines the damage. Please retain the original shipping container. Photos of damage may be requested.
- For motor freight shipments (large items and pallets) - Please retain the original shipping container. Inspect the item(s) carefully and make sure nothing is damaged before signing for it. If you have any concerns do not sign for it. If this happens, contact us at 1-800-525-PETS (7387) or email us at [email protected]. If you sign for an item as delivered in good condition, free of damage, it is almost impossible to file a damage claim. For that reason, Ryan’s Pet Supplies cannot be held responsible for shipments after they are signed for.
No longer needed or wanted
Customer pays return costs - Credit issued minus shipping costs
I ordered the wrong item / size
Customer pays return costs - Credit issued minus return shipping costs
Seasonal items, books, videos, and DVD's, may not be returned for exchange or credit unless defective. Defective item will be replaced with the same title.
PRODUCT UNDER MANUFACTURER WARRANTY
Merchandise under the manufacturer's warranty period must be returned to the manufacturer for repair or replacement. The manufacturer may deem merchandise that has failed due to improper operation or use, customer neglect, lightning damage or other acts of God, or incidental damages may not be accepted as a repair of return.
For assistance with Manufacturer warranty contact information please call 1-800-525-7387 ext. 30000.