If you wish to return a product, you need to obtain a Return Merchandise Authorization (RMA) number. This RMA number is good for 10 days and must be written on the outside of the returning package. You can request an RMA by sending a reply to your order confirmation email
with a short description of the reason for your request or by filling out the RMA request form at the bottom of this page.
No returns will be accepted without an RMA number.
All returned products must be in the same condition as they were received and in the original packaging. Please hold on to all packaging, instruction manuals, etc. until you are sure that you are happy with the products you have purchased.
It is recommended that you use a shipping carrier that requires a signature for proof of delivery.
Please note that return shipping charges are not included in the refund and it is your responsibility to pay for return shipping.
Returns are accepted only within 10 days of the Invoice date. The initial and return shipping charges are non-refundable.
All returns must have a RMA number. No returns will be excepted without receiving prior return authorization. Please write your RMA number on the outside of the return box and on a note with your name and phone number inside the box. No returns will be accepted without an RMA number.
Vaccines and other iced items are non-returnable.
Returns are subject to a 20% restocking fee.
Merchandise must be in an undamaged and re-sellable condition, in its original packaging with no seals broken, and must include all manuals, blank warranty cards, and all the accessories provided by the manufacturer. All returns will be inspected by our return specialist. Partial and/or damaged returns will not receive a full credit. Items damaged during return shipping will receive Partial or No Credit at the discretion of Petstruly.com.
Shipping costs are refunded only when the return is the result of our error and the entire order is returned.
Returned orders that were shipped free will be charged actual shipping costs.
We recommend sending returns by some traceable delivery (tracking or delivery confirmation) and in a secure box. Petstruly.com cannot be responsible for lost or damaged packages.
Please allow up to 7 days after receipt of your return for inspection and for our accounting department to review the type of credit being issued.
We strive to process and ship your order out the same day its ordered so that it is received in an expedited manner.
If you decide to cancel your order, please do so by sending an email request immediately, otherwise we cannot guarantee to stop an order from shipping.
Orders cancelled after they have already been processed and packaged ready for shipment are subject to a 10% Cancellation Fee.
Once the order has shipped it becomes the customers responsibility to obtain an RMA number.
REFUSED ORDERS: Should you decide to refuse to accept a package upon delivery, credit will be issued for the order less shipping charges.
Once an order has shipped, it is considered a complete sale.
The return will be subject to a 20% Restocking Fee.
Credit will be issued once the item has been received and inspected by our return specialist.
Vaccines, syringes, needles and prescription medications cannot be returned.
Bird Cages and Playstands:
We are unable to accept returns of any bird cages or playstands.
Packing and Shipping:
Shipping charges are the responsibility of the customer. Any damage done to the product by the user will be deducted from the return. Please note, once a product has been shipped, it is considered a complete sale. If you decide to cancel your order after the item has already been shipped, you will be charged the additional shipping costs. After you have sent the item(s) and we receive the product(s) back, your credit card will be credited the full amount minus the shipping fee and restocking fees..
Issues with Received Orders:
All issues with orders must be brought to our attention within 5 business days of receiving the merchandise, either via email or telephone.
Welcome to PetsTruly.com, online discount seller of animal health care products and supplies for dogs, cats, birds, ferrets, horses, and cattle at wholesale prices and boutique service.
Visit our new Human Health Supplements section where you can find Dietary Supplements, Insulin Syringes and Needles, Joint Health Supplements, and other non-prescription Human Health Products.
Free Ground shipping for Continental US (excl. AK, HI) on orders over $100 and under 6 lbs*.