Returns

Returns

Returns

Your Satisfaction is Our Priority

At RC Pets, we’re committed to ensuring that both you and your pet are happy with every purchase. If something isn’t quite right, we’re here to make returns easy, so you can shop with confidence knowing we’ve got your back.

Returns Made Easy

We understand that sometimes things just don’t work out, and we want you to feel confident when shopping with us. That’s why we offer 30-day returns on eligible items, giving you time to make sure everything is just right. Plus, because we know how busy the holiday season can get, if you order between November 1, 2024 and December 31, 2024, we’ve extended our return window to January 31, 2025. Shop stress-free, knowing you have extra time to decide!

Return Conditions

To help us process your return quickly and smoothly, here’s what we ask:

• Condition of Items: Please return items unused, unwashed, and in their original packaging. Make sure they’re clean and free of pet hair to speed up the return process.
• Non-Returnable Items: Some products, such as toys and product bundles (like our Walk Essentials Kit and Good Dog Kit), and the individual components within these bundles, cannot be returned. If you’re not sure whether your item qualifies for return, don’t hesitate to reach out to us at hello@rcpets.com - we’re happy to help.
• Return Shipping Fee: A flat-rate fee of $8.00 CAD will be deducted from your refund for return shipping.
• Refund Processing: After we receive your returned items, please allow up to 10 business days for your refund to be processed. Refunds will be credited back to the original payment method used for the purchase.
• Shipping Costs: Original shipping charges are non-refundable. Only the cost of the returned items will be refunded.
• Product Condition: RC Pets reserves the right to charge a handling fee or reject a return if the product is not in its original condition or the return requirements are not met.

How to Make a Return

Returning an item is simple. Just follow these steps:

1. Get Ready: Have your order number and email address handy. Tip: You can find your order number in the confirmation email sent to the email address you used to place the order.
2. Submit Your Return Request: Use our return portal to submit your request:
   • Canada Returns
   • USA Returns
3. Shipping Label: After submitting your request, we’ll send you a UPS shipping label via email. If you're in Canada, you can also choose Canada Post for returns.
4. Drop Off: Drop off your return at one of these locations:
   • Canada- Canada Post Drop Off Location
   • Canada - UPS Drop Off Location
   • USA - UPS Drop Off Location

Once we’ve received your return, we’ll process your refund. Please allow up to 10 business days for this to be completed.

Exchanges

We don’t currently offer direct exchanges, but don’t worry! We’ve made it easy to swap your item for the right size, colour, or style:

1. Return the Original Item: Refer to the instructions in the section above to return your current items through our Returns Portal.
2. Place a New Order: Once your return is processed, visit the product page for the item you want in a different size or colour, and place a new order.
3. We’ve Got It Covered: Once your new order is placed, we’ll take care of the rest!

Customer Support at Every Step

We’re here for you every step of the way. If you have any questions or need assistance with returns or anything else, please contact us!

• Email: hello@rcpets.com.
• Live Chat: Available on the website during standard business hours - Monday to Friday between 8am and 4pm PST. (look for the chat bubble in the corner)
• Phone: If you prefer to speak with someone, our customer service team is available at 1.800.681.7940 during business hours and happy to help.

We’re committed to making your RC Pets experience a great one. If something isn’t right, we’ll work with you to find the best solution. Thank you for choosing RC Pets, and we look forward to serving you and your furry friend again soon!