Effective Date: June 14, 2026
Thank you for shopping at Delta Pet Care Inc. (“we,” “us,” or “our”). We operate the e-commerce website delta-petcare.com (the “Site”) and commit to providing high-quality pet care products. We understand that a product may occasionally fail to meet your expectations. This Refund and Returns Policy outlines the rules, timelines, and procedures for returning items and obtaining refunds.
Please read this policy carefully before making a purchase. By placing an order on our Site, you agree to all the terms detailed below.
1. Strict “No Refund Without Return” Policy
We do not offer a “Refund-Only” option under any circumstances.
To maintain fair business operations and prevent fraudulent activities, we do not issue refunds, credits, or replacements unless the physical product is safely returned to our designated warehouse.
- Physical Return Required: You must mail the product back to us to qualify for a financial remedy.
- No Exceptions: This policy applies uniformly to all orders. It covers situations involving customer dissatisfaction, accidental orders, sizing issues, or claims of defective items.
- Pre-Condition: We will not process or approve any refund request until our warehouse team receives, inspects, and verifies the returned item.
2. Eligibility Criteria for Returns
To qualify for a standard return and subsequent refund, your item must meet the following strict criteria:
- Timeframe: You must initiate the return request within thirty (30) days from the documented delivery date.
- Product Condition: The item must remain unused, unwashed, and in the exact condition you received it.
- Packaging: The product must sit securely in its original packaging, complete with all tags, labels, manuals, and accessories intact.
- Hygiene and Safety: Due to health, sanitation, and safety standards for pets, we cannot accept returns on open food, treats, vitamins, supplements, or heavily soiled pet bedding and apparel.
3. How to Initiate a Return
If your order meets the eligibility criteria above, follow these exact steps to start your physical return:
- Contact Support: Email our customer service team at mossy@delta-petcare.com or call us at +1 604 670 4171. Provide your full name, order number, and a clear explanation of why you wish to return the item.
- Receive Authorization: If your request meets our criteria, we will issue a Return Merchandise Authorization (RMA) number along with the exact return shipping address.
- Pack and Label: Pack the item securely in its original box. Clearly write the RMA number on the outside of the package.
- Mail the Package: Ship the physical package back to our official headquarters:Delta Pet Care Inc.
962 53A Street, Delta BC V4M 3C9, Canada
4. Shipping Costs for Returns
- Customer Responsibility: You are responsible for paying all shipping costs associated with returning your item. Shipping costs are completely non-refundable.
- Tracking and Insurance: We strongly recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item, and we accept no liability for items lost or damaged in transit during the return process.
5. Inspection and Processing Time
Once your returned package arrives at our warehouse, our quality assurance team will inspect the item to verify its condition.
- Notification: We will send you an email to notify you that we have received your returned item. We will also inform you whether our team has approved or rejected your refund based on the item’s condition.
- Processing Window: If approved, our team will process your refund immediately. The credit will automatically apply to your original method of payment within seven to ten (7-10) business days.
- Bank Delays: Please note that banking institutions and credit card companies may take additional time to post the transaction to your account.
6. Damaged, Defective, or Incorrect Items
We take great care to ensure your pet products arrive in perfect condition. However, if you receive a damaged, defective, or incorrect product, our strict “No Refund Without Return” policy still applies.
- Reporting: You must report the issue to mossy@delta-petcare.com within forty-eight (48) hours of delivery. Please include photographic evidence of the damage.
- Mandatory Return: You must still physically mail the defective or incorrect item back to us using the return procedure outlined in Section 3.
- Shipping Compensation: If our team inspects the returned item and confirms it is indeed defective or sent in error, we will reimburse you for the standard return shipping costs and issue a full refund or a free replacement.
7. Sale and Clearance Items
Only regular-priced items qualify for a physical return and refund. All sale items, clearance items, promotional bundles, and items purchased using specific final-sale discount codes are strictly non-refundable and cannot be returned.
8. Contact Information
If you have any questions about this Refund and Returns Policy, or if you need assistance starting your physical return process, please reach out to us directly through any of the following channels:
- Company Name: Delta Pet Care Inc.
- Website: delta-petcare.com
- Email Address: mossy@delta-petcare.com
- Physical Address: 962 53A Street, Delta BC V4M 3C9, Canada
- Telephone Number: +1 604 670 4171