Fine PetHealth Group hopes that you would be satisfied when you received your order. However, we understand that there would be some orders that need to be returned or exchanged. Within 30 days after receiving your order, email our customer service to explain the reason for the return/exchange and to request a Return Authorization (RA) number (Please note our Special Restrictions section for return exclusions.)
Therefore, we have streamlined our return process in order to better facilitate your refund and/or exchange. We will process refunds or exchanges according to the guidelines below.
*There are no refunds for antibiotics.
Disclaimer:
Address or other customer error: If a package is returned intact to Fine Pet Health Group due to an address error (or any other error) made by the customer, the customer will be responsible for any shipping fees incurred. A refund will be issued for the merchandise.
Violation of laws: If a package is returned to Fine Pet Health Group due to the violation of a country's laws, the customer will e responsible for any fees (such as quarantine, warehousing, or shipping) billed to Fine PetHealth Group. A refund will be issued to the customer, minus the freight.
Customer refusal: If a customer refuses a package because of additional fees (taxes or for any other reason), Fine Pet Health Group will issue a refund for the customer only, minus the freight and taxes, upon receipt of the returned package and inspection that all originally shipped goods have been returned. The customer will be responsible for any shipping fees incurred.
Custom seizure: If a package has been halted/seized by customs or abandoned by the shipping carrier, the customer will not receive credit for the order. If and when Fine Pet Health Group receives the returned package intact, a refund will be issued to the customer only, minus the freight and taxes.
Lost packages: Lost packages must be reported to Fine Pet Health Group within 30 days from the date of shipment confirmation. Fine Pet Health Group cannot be held liable for refunds or replacements for more than one calendar month. For any returned package: For any order that is returned to Fine PetHealth Group, if the return shipping cost is greater than the cost of goods ordered, Fine Pet Health Group will instruct the carrier to abandon the package. In such case, the customer will not receive a refund for the order, but will not be liable for the return shipping cost.
Destroyed or unreturned packages: If a package has been destroyed by custom or the carrier, or has otherwise not been returned to Fine PetHealth Group, we cannot issue a refund for the order.
Any duties or taxes that may apply are customer's responsibility.
Redelivery Fee & Missed Scheduled Delivery: If reshipment is requested by the Customer due to Returned to Sender, refusal of shipment, or missed scheduled delivery, you will be responsible for S&H unless it is due to company or Carrier error.
Product Defect, Damaged, or Wrong Shipment: May be eligible for a full refund of the merchandise and S&H if confirmed defective, damaged, or the wrong item is shipped. Please contact us of delivery for an immediate resolution. To ensure proper processing of the claim and credit for your return shipping cost, you must attach the completed RMA form with your return. All defective item(s) claims are subject to inspection and confirmation. For 'defective' claims, describe the defect and indicate if you would like a replacement by commenting as such on the notes section.
Upon inspection, if the item(s) is deemed defective or the wrong item(s) shipped, an exact replacement, if available, will be shipped to you free of charge. If an exact replacement is out of stock, we will process a full refund back to the same payment method used on the original order.
Damaged or Missing Items: Claims for damaged items or discrepancies (for example missing items in your order) should be submitted of the merchandise receipt. Please retain all packaging material in case an inspection is necessary. In the case of shipping damages, we may contact the carrier.
Free Shipping Offers: For 'free shipping' packages, the shipping costs will be assessed and deducted from the final reimbursement of refunds and store credits. Any shipping cost that you incur to return the product will not be refunded unless it is a company error. Non-refundable shipping applies to both domestic and international shipping.
*Special Restrictions*
We will not charge a restocking fee for an exchange, but customers may have to bear the shipping fee. For refunds, the shipping fee will be deducted from your refund. But if the error is our fault, you will get a full refund. After you exchange or return request has been confirmed, you will be given a return address to send the items back to us.
If you want to exchange or return a product, please email pictures of the item first. You may make an even exchange for the same identical item, or you may exchange it for a different style and pay the price difference.
We can not accept items that are not in original condition. The returned items must be unaltered, unworn, undamaged, and all tags and packaging must be included and attached.
Items that have been opened or used, unless damaged or defective, cannot be returned.
Return process:
Step 1:
Within 30 days after receiving your order, email our customer service to explain the reason for the return/exchange and to request a Return Authorization (RA) number.
Only those returned packages that include an RA number will be accepted. We have every right to refuse to sign for the packages if you send it back without our authorization! Other, you will be responsible for all the losses arising.
*Please note that all returns must be accompanied by a valid Return Authorization (RA) number, and they must be returned within 14 days of receiving your RA number.
Failure to include the RA number or returning items after the 14-day period will result in the denial of a refund.
Step 2:
Prepare returned items in secure packaging, including the original order invoice with the returns section completed.
Step 3:
Ship returned products via insured or traceable method of shipment to the return address that we will provide to you. And when you ship out the items, please email the tracking number to us also. Upon receipt of your returned items, we will further inspect the items and your refund will be processed. All refunds will be automatically applied to your credit card or original method of payment within 7 to 10 business days.
Refund (if applicable)
After receiving and verifying your return, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, your refund will be processed and the credit will be automatically credited to your credit card or original payment method within a certain number of days.
Late or missing refunds (if applicable)
If you have not received a refund, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially published.
Next, contact your bank. Often there is some processing time before a refund is sent.
If you have done all this but have not yet received a refund, please contact us at
support@finepethealth.com
Sale of goods (if applicable)
Refunds can only be made at regular prices, unfortunately, the goods cannot be returned.
Exchange (if applicable)
We only replace products if they are defective or damaged. If you need to exchange it for the same product, send us an email at: support@finepethealth.com
and send your product to Our warehouse:
Fine PetHealth Group
1796 STATE RTE 14
WEST PLAINS MO 65775
Presents
If the product was marked as a gift upon purchase and delivered directly to you, you will receive a gift credit in the amount of your return. As soon as the returned product is received, you will be sent a gift certificate.
If upon purchase the item was not marked as a gift, or the donor received an order that was sent to you later, we will send a refund to the donor and he will know about your return.
Shipping
To return a product, send it by mail to Our warehouse:
Fine PetHealth Group
1796 STATE RTE 14
WEST PLAINS MO 65775
You are responsible for paying your own shipping costs to return your item. Shipping cost is not refundable. If you receive a refund, the refund will be deducted from your refund.
Depending on where you live, the time it takes for your exchanged product to reach you may vary.
If you send goods you should use the delivery tracking service or purchase shipping insurance. We do not guarantee that we will receive your returned item.
Therefore, we have streamlined our return process in order to better facilitate your refund and/or exchange. We will process refunds or exchanges according to the guidelines below.
*There are no refunds for antibiotics.
Disclaimer:
Address or other customer error: If a package is returned intact to Fine Pet Health Group due to address error (or any other error) made by the customer, the customer will be responsible for any shipping fees incurred. A refund will be issued for merchandise.
Violation of laws: If a package is returned to Fine Pet Health Group due to the violation of a country's laws, the customer will e responsible for any fees (such as quarantine, warehousing or shipping) billed to Fine Pet Health Group . A refund will be issued to the customer, minus the freight.
Customer refusal: If a customer refuses a package because of additional fees (taxes or for any other reason), Fine Pet Health Group will issue a refund for the customer only, minus the freight and taxes, upon receipt of the returned package and inspection that all originally shipped goods have been returned. The customer will be responsible for any shipping fees incurred.
Custom seizure: If a package has been halted/seized by customs or abandoned by the shipping carrier, the customer will not receive credit for the order. If and when Fine Pet Health Group receives the returned package intact, a refund will be issued to the customer only, minus the freight and taxes.
Lost packages: Lost packages must be reported to Fine Pet Health Group within 30 days from the date of shipment confirmation. Fine Pet Health Group cannot be held liable for refunds or replacements for more than one calendar month. For any returned package: For any order that is returned to Fine Pet Health Group , if return shipping cost is greater than the cost of good ordered, Fine Pet Health Group will instruct the carrier to abandon the package. In such case, the customer will not receive a refund for the order, but will not be liable for the return shipping cost.
Destroyed or unreturned packages: If a package has been destroyed by custom or the carrier, or has otherwise not been returned to Fine Pet Health Group , we cannot issue a refund for the order.
Any duties or taxes that may apply are customer's responsibility.
Redelivery Fee & Missed Scheduled Delivery: If reshipment is requested by the Customer due to Returned to Sender, refusal of shipment or missed scheduled delivery, you will be responsible for S&H unless it is due to company or Carrier error.
Product Defect, Damaged, or Wrong Shipment: May be eligible for a full refund of the merchandise and S&H if confirmed defective, damaged or wrong item is shipped. Please contact us of delivery for an immediate resolution. To ensure proper processing of claim and credit for your return shipping cost, you must attach the completed RMA form with your return. All defective item(s) claims are subject to inspection and confirmation. For 'defective' claims, describe the defect and indicate if you would like a replacement by commenting as such on the notes section.
Upon inspection, if item(s) is deemed defective or wrong item(s) shipped, an exact replacement, if available, will be shipped to you free of charge. If an exact replacement is out of stock, we will process a full refund back to the same payment method used on the original order.
Damaged or Missing Items: Claims for damaged items or discrepancies (for example: missing items in your order) should be submitted of merchandise receipt. Please retain all packaging material in case an inspection is necessary. In the case of shipping damages, we may contact the carrier.
Free Shipping Offers: For 'free shipping' packages, shipping cost will be assessed and deducted from final reimbursement of refunds and store credits. Any shipping cost that you incur to return the product will not be refunded unless it is a company error. Non-refundable shipping applies to both domestic and international shipping.
*Special Restrictions*
We will not charge a restocking fee for an exchange, but customers may have to bear the shipping fee. For refunds, the shipping fee will be deducted from your refund. But if the error is our fault, you will get a full refund. After you exchange or return request has been confirmed, you will be given a return address to send the items back to us.
If you want to exchange or return a product, please email pictures of the item first. You may make an even exchange for the same identical item, or you may exchange it for a different style and pay the price difference.
We can not accept items that are not in original condition. The returned items must be unaltered, unworn, undamaged, and all tags and packaging must be included and attached.
Items that have been opened or used, unless damaged or defective, cannot be returned.
Return process:
Step 1:
Within 30 days after receiving your order, email our customer service to explain the reason for the return/exchange and to request a Return Authorization (RA) number.
Only those returned packages that include an RA number will be accepted. We have every right to refuse to sign for the packages if you send it back without our authorization! Other, you will be responsible for all the losses arising.
Step 2:
Prepare returned items in secure packaging, including the original order invoice with the returns section completed.
Step 3:
Ship returned products via insured or traceable method of shipment to the return address that we will provide to you. And when you ship out the items, please email the tracking number to us also. Upon receipt of your returned items, we will further inspect the items and your refund will be processed. All refunds will be automatically applied to your credit card or original method of payment within 7 to 10 business days.
Refund (if applicable)
After receiving and verifying your return, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, your refund will be processed and the credit will be automatically credited to your credit card or original payment method within a certain number of days.
Late or missing refunds (if applicable)
If you have not received a refund, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially published.
Next, contact your bank. Often there is some processing time before a refund is sent.
If you have done all this but have not yet received a refund, please contact us at
support@finepethealth.com
Sale of goods (if applicable)
Refunds can only be made at regular prices, unfortunately, the goods cannot be returned.
Exchange (if applicable)
We only replace products if they are defective or damaged. If you need to exchange it for the same product, send us an email at: support@finepethealth.com
and send your product to Our warehouse:
Fine PetHealth Group
1796 STATE RTE 14
WEST PLAINS MO 65775
Presents
If the product was marked as a gift upon purchase and delivered directly to you, you will receive a gift credit in the amount of your return. As soon as the returned product is received, you will be sent a gift certificate.
If upon purchase the item was not marked as a gift, or the donor received an order that was sent to you later, we will send a refund to the donor and he will know about your return.
Shipping
To return a product, send it by mail to Our warehouse:
Fine PetHealth Group
1796 STATE RTE 14
WEST PLAINS MO 65775
You are responsible for paying your own shipping costs to return your item. Shipping cost is not refundable. If you receive a refund, the refund will be deducted from your refund.
Depending on where you live, the time it takes for your exchanged product to reach you may vary.
If you send goods you should use the delivery tracking service or purchase shipping insurance. We do not guarantee that we will receive your returned item.
Standard Shipping is free USA on all orders. All orders have 3-7 days of domestic shipping at US locations only.
We ship all orders the same day or the next business day. We usually ship via USPS, UPS, or FedEx depending on the quantity and weight of the ordered item. Once an order is shipped, we will email you a tracking number. We ship to all USA states except Puerto Rico, Hawaii, Alaska, APO/FPO/DPO. Please make sure you enter the correct shipping address at the checkout. We will not make any changes to the shipping address once you place the order. If any shipment is returned due to an error in the shipping address provided to us or due to the package not being claimed by the receiver, we will deduct $6.99 from the purchase price prior to issuing the refund.
Standart Shipping:
Country USA
Shipping Cost Free
Each additional item Free
Delivery terms 3-7 days
Express Shipping:
Country USA
Shipping Cost $13.95 USD
Each additional item Free
Delivery terms 1-2 days
WHEN WILL I RECEIVE MY ORDER?
Orders are shipped out directly from any of our domestic warehouses and they will do everything they can to get you your order as fast as they can! Due to the popularity of our offers, please allow an estimated 3-7 days for your order to arrive at the Shipping Address. Please note, that due to the extreme popularity of our offers, these are only estimates.
WHAT HAPPENS IF MY ORDER GETS STUCK OR LOST IN THE MAIL?
Please note that we are not responsible for any lost or stuck mail during the shipping process. In such cases, customers should contact the carrier directly to resolve the issue. We recommend utilizing tracking information and reporting incidents promptly. Our customer support team is available to provide carrier contact information and support.
CAN I CANCEL MY ORDER?
Cancellation of an order for a full refund is ONLY possible if canceled before the item has been shipped (tracking number provided). We cannot process claims, refunds, or additional requests once the package is in transit with the carrier. You have 30 minutes to cancel your order.
Still have questions? Please write to us by e-mail: support@finepethealth.com or use "Chat with us" button.