If you or your pet are unhappy with an item, you can return it for a full refund or an exchange up to 30 days from the date of purchase (with the exception of live animals) or delivery (for online orders), even if it’s been opened! We understand that every pet’s needs are different, and will help you get the best solution. Have questions about your return? Give us a call or send us an email!

Online Returns

For items purchased online, returns are as easy as 1, 2, 3!

1. Fill out a return form. We will respond within 24 hours.
2. We'll send you a shipping label. Pack up your item(s) and send it our way! Shipping costs will be deducted from the total refund amount. If you'd like to exchange a product, it's just a flat rate of $6 to ship the replacement product to you.
3. Give your pet some extra scratchies from us while you wait for your refund or exchange! Depending on the bank, it may take up to 7 business days to see the refund. Exchanges will depend on stock levels, but we'll do our best to get it out the same day we receive the returned product.

 

In Store Returns

For items purchased in store, here’s what you should bring with you:

• The item and its packaging, especially for bags of food. For wet food cans, we don’t need the old food, just the empty can!
• A proof of purchase. Your phone number for the loyalty program OR your receipt.
• Your method of payment. Refunds will be issued to the original method of payment.

In store purchases made beyond 30 days are eligible for store credit only.

Live Animal Returns

Caring for an animal is a big responsibility; we recommend researching a potential pet’s health and care needs extensively before committing to a new pet. Before you bring your pet home, we aim to educate our customers on responsible pet ownership to ensure the healthiest life possible for the pet.

We do not guarantee the gender (unless specified), reproductive ability or temperament of a small animal, bird or reptile.

All sales of small animals, birds and reptiles are final.

Live Animal Health Guarantee:

Pets on Broadway is proud to offer a 7-day health guarantee on small animals, reptiles, and birds. This reflects the high standards of animal husbandry we strive to maintain and the quality of breeders we deal with. This health guarantee is provided as part of our commitment to selling quality pets. All live animals are put on a species-appropriate observation period upon arrival to our store as we strive to ensure that all the animals we sell are in good health prior to releasing them to their new homes.

If there are any signs or symptoms of distress, please notify us as soon as possible so that we may help correct the issue prior to it becoming more serious.

Health Guarantee Conditions: Pets On Broadway is not liable for any illness caused by stress, ill-treatment, irresponsible husbandry, or accident.  The guarantee does not cover events, circumstances, or environmental factors that occur after purchase that are out of the control of and/or not the fault of Pets On Broadway. Pets On Broadway will offer a return or exchange if it is deemed the pet was unwell at the time of purchase. Pets must be returned to Pets On Broadway or contact made with Pets On Broadway in the event purchaser believes it to be unwell.  Pet must be returned to Pets On Broadway within 7 days of purchase to validate guarantee.

In certain rare circumstances, Pets On Broadway may decide to allow the return of an animal for reasons other than health concerns. This will be at the sole discretion of an Animal Care Specialist. If a return is granted, it will be at 50% of the purchase price. This reflects the need to put the animal under a new observation period for health before it can go to a new home.

If you have any questions about your new pet, please call us at (503) 282-5824 and speak to an Animal Care Expert.