Return & Refund Policy

Customer satisfaction is number one for Pet's Choice Supply, which is why we have some of the most lenient return policy rules compared to other pet supply brands out there. Need help with your order? Feel free to contact us, and we'll do our best to make things right for you.

Cancellation Policy

In most cases, orders can be canceled with no charge if the item has yet to ship. However, this may not apply if the item is made to order and has a lead time. Please contact us immediately if you would like an order canceled at contact@petschoicesupply.com.

Cancelation on all orders over $1000 in value will be subject to a 3% restocking fee. This is because payment processors charge us transaction fees when receiving money, and that amount is not be reimbursed to us when issuing refunds. The policy applies in both scenarios where the order wasn't shipped or if it was received and returned. The %3 will be deducted when refunding. 

If your order has already been shipped, and you would like to cancel it, please do not refuse the package when it arrives (*if you do we will discount the shipping back charges from the refund, plus a restocking fee depending on the product/brand). Instead, please accept the package from your courier and follow our return policy highlighted below. If the customer wants to cancel an order after it has shipped, the customer must cover the cost of return shipping and possible restocking fees, depending on the brand.

If LTL freight shipments (Less than truckload shipping) appointments fail, the customer must also cover the return costs. The original shipping cost, restocking fees, and freight rerouting fees will be deducted from the overall refund.

Returns & Refund Eligibility

In order to receive a full refund on returns, items must be returned in the original packaging delivered to you to ensure no damage is made during transit. Returns are accepted for a period of up to 30 days from when you received your order. We do not cover return shipping fees.

Item condition must be in new and re-sellable condition. Items that are returned with missing parts, used, dirty, or even damaged may be refused for return or may be subject to a reduced refund depending on what condition it is returned.

If Pet's Choice Supply offers free shipping on an item (does not include residential or liftgate charges), a restocking fee may be deducted from your total refund. In the case of LTL Freight shipping, there will always be a restocking fee deducted from your refund. This varies anywhere between 10-30% depending on the circumstance.

No restocking fee will be deducted if an error is made on our end or if the order is a non-LTL exchange.

Restocking fees are subject to specific items. If you have a question about whether the item you ordered has a restocking fee, please feel free to contact us at contact@petschoicesupply.com.

Return & Refund Policy Exceptions

Since we wholesale supply to customers from multiple brands, there are return and refund exceptions that do not fall under the overarching rules. 

Please see below the exceptions by brands:

  • Aeolus Products - 10% restocking fee is applied on all returns.
  • Best in Show / Hydrogroom - There is a 20% cancelation fee. In case of returns, items must be unopened in the original packaging and a 20% restocking fee applies.
  • Buddy rest - Beds must be in "as new" condition with no stains or damage. Please note that cosmetic damage such as scratches or abrasions can result in your full order amount not being refunded.
  • Bully Beds - Beds must be in "as new" condition with no stains, damage or strong odor. Please note that cosmetic damage such as scratches or abrasions can result in your full order amount not being refunded. If you need to cancel an order after it has already shipped, we are forced to charge a cancellation fee of 20% of the total order value.
  • DE Systems - Most items are eligible for exchange or return, for any reason, within 30 days of purchase.
  • Dog Pacer Treadmills - All treadmills are subject to a 15% restocking fee, and the customer covers return shipping.  
  • DT Systems - Merchandise must be in its original condition with all parts and accessories all with the original package. If any changes are made or parts are missing to the system, a full refund will not be issued. Shipping fees are not refundable.
  • Diggs - Must be in "as new" condition with no stains or damage. Please note that cosmetic damage such as scratches or abrasions can result in your full order amount not being refunded. Restocking fee applies, shipping is not refundable.  
  • Dogtra - Items can be returned within 60 days from the date of purchase for a refund. All products returned must include a proof of purchase, original packaging, and all contents must be in “like-new” condition. After 60 days, the manufacturer’s warranty applies for any defects or malfunctioning units.
  • Double K Dryers - A 20% restocking fee will apply. All requests for returns must be made within 10 days of receipt of product. Parts are not returnable.
  • E-Collar Technologies - Must be in "as new" condition with no damage.
  • EZ-Groom Dryers - A 20% restocking fee will apply; Items must be in new condition. No shipping charges will be refunded.
  • Edemco - All replacement parts are not returnable.
  • Endura flap: 
    - After 90 days, Items that are returned have a 15% restocking fee.
    - After 120 days, Items that are returned have a 20% restocking fee.
    - After 150 days, Items that are returned have a 35% restocking fee.  
  • GoPet Treadmills / Treadwheels - 30-day return policy with a 30% restocking fee. The customer covers return freight.
  • Garmin - Merchandise must be in its original condition with all parts and accessories all with the original package. If any changes are made or parts are missing to the system, a full refund will not be issued. Shipping fees are not refundable.
  • Groomer's Best - In the event that you would want to cancel an order for equipment, it may be subject to a 10% restocking fee if production has already begun. All returns incur a 10% restocking fee and the items can only be returned within the first 30 days.
  • Hale Pet Doors - Hale Products that contain glass panels, in glass installations (...) are deemed "custom made" by the manufacturer and do not fall under the standard return/refund policy. For returns on custom Hale products, Hale allows 50% credit towards purchasing a different Hale Pet Door. Used doors are not allowed for return. A new, undamaged, "in the box" product can be returned 31-90 days from the date of purchase for a refund minus a 15% restocking fee.
  • Groomer's choice - We'll take it! However, you will be responsible for the return costs. After inspection, we'll refund the purchase price to the original payment method.
  • Hale Pet Door - Hale Products that contain glass panels, in glass installations (...) are deemed "custom made" by the manufacturer and do not fall under the standard return/refund policy. For returns on custom Hale products, Hale allows 50% credit towards purchasing a different Hale Pet Door. Used doors are not allowed for return. A new, undamaged, "in the box" product can be returned 31-90 days from the date of purchase for a refund minus a 15% restocking fee.
  • Hanvey Engineering - There is a 30-day return policy for all Hanvey-related items. Any orders over 30 days cannot be returned.
  • Isolux - Items can be refunded if they are returned within 30 days from the date of receipt of the item(s). If 30 days have passed since you received your order, Isolux can’t offer you a full refund or exchange.
  • K9 Sport Sack - All returns must be postmarked within 60 days from the date of receipt. The refund will be applied to the original payment method and may take up to 7-10 days to post to your account once items are received and reviewed. K9 Sport Sack® does not refund original shipping fees and the cost of the return label will be deducted from your refund. Products not adhering to this policy may result in an additional cleaning/processing fee of up to 20% of the item’s retail value.
  • Kitty walk - Due to safety, health, and liability reasons, Kitty walk products will only be accepted in completely unused and unassembled conditions, with the packaging undamaged. Return of completely unused Kitty walk items are subject to a 15% restocking fee.
  • Lakeside Products - All returns shall be unused, like-new, and re-sellable. The items must be in the original packaging and contain all hardware and documentation. Any products that have been installed are not returnable. A 25% restocking fee applies. Return shipping is the responsibility of the customer. 
  • Metrovac - Must be in "as new" condition with no stains or damage. Please note that cosmetic damage such as scratches or abrasions can result in your full order amount not being refunded. All returns must be made in its original packaging within 30 days of receipt for a full refund. 
  • Owens Dog Boxes - All returns must be boxed and shipped as they were originally received including foam and other packing materials, so as not to be damaged in transit. Must be returned within 30 days of original purchase. Returns due to reasons other than Owens Products error will be charged a 40% restock fee. If you accidentally ordered the wrong item and would like to exchange it, you will only be charged a 10% restock fee for the returned item, plus any additional cost for the new item.
  • Paw Brands - All returns must be boxed and shipped as they were originally received including foam and other packing materials, so as not to be damaged in transit. Must be returned within 30 days of original purchase. Returns due to reasons other than Owens Products error will be charged a 25% restock fee. If you accidentally ordered the wrong item and would like to exchange it, you will only be charged a 10% restock fee for the returned item, plus any additional cost for the new item.
  • Pet Wellbeing - All sales are final unless there is a manufacturer's error
  • Pet door guys - No returns are allowed, and cancellations are allowed only in the first 48 hours for a full refund; after the allotted time passes, a fee is applied; please contact us for more information.  
  • PetLift - In order to receive a full refund on returns, items must be returned in the original packaging delivered to you to ensure no damage is made during transit. Returns are accepted during a period of up to 30 days from when you received your order. 
  • Petique - Returns are eligible within 30 days of the purchase date. Your item must be unused in the same condition as you received it. It must be returned in the original packaging including all stickers and inserts. Merchandise returned not in the received original condition and packaging may result in a restocking fee of 25% percent or may not qualify for a refund.
  • Poly Pet Tubs -  Items returned in new and unused condition, except for warranty purposes, are subject to a 15% restocking fee. For non-warranty returns, customer must notify us within fifteen (15) days of receipt of item, and return the item to us within thirty (30) days of receipt in new condition. Non-defective items that are specially designed or altered for customer, or discounted irregular items sold “as is,” may not be returned. Customer is responsible for transportation of returns and any damage or loss during shipment.
  • Zinger Crates - Crates must be returned in new and unused condition. Refunds will only be entirely acceptable if the item is returned new. There is also a 35% restocking fee on top of the cost of return shipping. 
  • Poly Pet Tubs - Returns must be authorized before being shipped. Items returned without authorization will be refused. Items returned in new and unused condition, except for warranty purposes, are subject to a 15% restocking fee. For non-warranty returns, the customer must notify us within fifteen (15) days of receipt of the item and return the item within thirty (30) days of receipt in new condition. Non-defective items that are specially designed or altered for customers or discounted irregular items sold "as is" may not be returned. The customer is responsible for the transportation of returns and any damage or loss during shipment.
  • Petlift  - All cancelations for orders under $5000 are subject to a %10 processing and re-stocking fee and %20 for all orders over $5000. Return fees are covered by the customer (if the order shipped it can't be cancelled and must be returned by the customer to receive a refund).
  • Privykitty -
    Items can be returned if: The Goods were purchased in the last 72 hours; The Goods are in the original packaging.
    The following Goods cannot be returned: If lid seal is removed, not returnable after installation., Not returnable after 72 hours, if original box is missing, if any parts or packing materials are missing. 
  • Ruff Land Kennels - You can return any Ruff Land Kennels item that did not end up working out for you (exceptions apply*), in new condition, within 30 days of the delivery date. A refund will be issued to your payment method or applied to your exchange, minus shipping costs and a restocking fee of 10% of the product. An additional oversized charge will be applied to any XL or Large size kennels that are returned or exchanged.*Please note that we do not permit the return or exchange of the following products:
    · Special orders and/or products that are custom configured to your specifications (this includes customized vent patterns).
    · Products sold “as is” or “seconds.”
    · Used or not “new” condition.
    · Any kennel altered by the consumer.
  • Royal Ramps - Returns can be made only within the first 30 days of purchase. Your returned item must be in “like new” - resellable condition (free of stains or pet hair).
  • Shor-Line - All products returned, except for warranty service are subject to a minimum 25% restocking charge. Buyer will be responsible for all freight charges on returns.
  • Tool klean - Items can be refunded if they are returned within 7days from the date of receipt of the item(s). If 7 days have passed since you received your order.
  • XPOWER - Returns are subject to a 15% restocking fee. Return shipping is not covered. Returns must be in unused condition. If used, returns may be subject to a higher restocking fee or an outright denial of credit, depending on what is found during an inspection.
  • Zinger - You will only be responsible for the shipping costs.

Return Procedure

To initiate a return, please complete the following:

1. Email us (preferably from the email you used to order) your name under the order, order number, and why you would like to return the item to contact@petschoicesupply.com. In this email, please be as detailed as possible and provide any necessary photographs to streamline the process.

2. As soon as we complete your return request, an RMA number (Return Merchandise Authorization) and return instructions for your specific product will be sent to you.

3. Once your return is received and reviewed, we will notify you via email that we have received your item and refund status.

Return Shipping

In most cases, the customer covers return shipping. However, in the event that the return is due to an error on our end, we will gladly cover the cost of the return.

Damaged Items

Although rare, items do arrive damaged sometimes from transit issues. If this happens, please notify the courier and write that the package was damaged in transit when signing. If the item you ordered is damaged, please provide photos to contact@petschoicesupply.com, and we can help you with an exchange or return.

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