Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with any original tags, accessories, manuals, and packaging included when applicable. You will also need the receipt or proof of purchase.
To start a return, contact us at support@bigdspetsupplies.com.
If your return is accepted, we will provide instructions on how and where to send your package. The return address will be provided after your return request is approved. Please do not send returns without authorization, as items returned without first requesting a return may not be accepted.
For change-of-mind returns, including an unwanted item or a size, color, or option selected incorrectly, the customer is responsible for return shipping costs. Big D’s Pet Supplies covers return shipping costs for items that arrive defective, damaged, or incorrect. We will provide the approved return address and shipping instructions after authorizing your return. When we provide a return label, use only that label and follow the accompanying instructions. We do not charge customers a restocking fee. Any supplier restocking fee is covered by Big D’s Pet Supplies.
You can always contact us with return questions at support@bigdspetsupplies.com.
Damages, Defects, and Incorrect Items
Please inspect your order when it arrives. If an item is defective, damaged, or you receive the wrong item, contact us as soon as possible at support@bigdspetsupplies.com so we can review the issue and work to make it right.
Please include your order number and photos of the item and packaging when possible.
Exceptions / Non-Returnable Items
Certain products may not be eligible for return for health, safety, hygiene, customization, or other product-specific reasons. Any such restrictions will be identified when applicable.
Gift cards, if offered, are non-returnable.
Please contact us before returning any item if you are unsure whether it is eligible.
Exchanges
If you would like a different item, size, color, or option, contact us first. When appropriate, the fastest way to receive a replacement may be to return the original item and place a new order after the return has been approved.
Refunds
We will notify you after your return has been received and reviewed and let you know whether the refund has been approved.
If approved, your refund will be issued to your original payment method. Please allow time for your bank or credit card company to process and post the refund after it has been issued.
If you have questions about a refund, contact us at support@bigdspetsupplies.com.