Refunds, Return & Shipping Policies

Shipping Details:

Due to Covid-19, we are doing our best to make all items accessible online.
The majority of our items have been set to a weight of 0kg so that the shipping cost will remain at a flat rate of $10, or free for over $100, even if they have a small weight.
Shipping costs will only vary for large & heavy items such as big bags of bedding, cages, heavy substrates, larger pieces of wood and bags of cat/dog food.
*Shipping costs will be displayed in your cart*
 
Standard Shipping: Small items under 4kg - Flat rate $9.95 | Free over $100 before tax
 
Heavy or Bulky Shipping Tier 1: 4 to 8kg - $19.95 | Free over $250 before tax
ex. large bags of bedding, bulky decorative wood, lengthy products, small cages and medium bags of food.
 
Heavy or Bulky Shipping Tier 2: Over 9kg - $29.95 | Free Over $500 before tax
ex. large bags of dog food, bulky decorative wood, lengthy products, larger cages, heavy substrates or any other very bulky/heavy items.
 
Heavy or Bulky Shipping Tier 3: Over 31kg - $59.95 | No Free Shipping
ex. Extremely bulky or heavy items that are generally not shipped by other companies.
 
Live Animal Shipping Deposit. You will be refunded/charged the difference. Average Rates are $60-$100 but can be more in some cases. We ship via Reptile Runner or Reptile Express depending on preference. If you would like a more specific quote before making your purchase please contact us.
 
 

Online Return Policy:

You may return your unused and unopened merchandise within 30 days for a refund or exchange. Items that are undamaged or non-defective will have a 15% re-stocking fee. If you take an exchange or a gift certificate for your refund, the re-stocking fee will not apply.

The Buyer will pay all shipping costs on non-defective item returns. Pet Paradise will pay return & replacement shipping on defective products, and only after the product has been inspected and determined to be defective.

All warranties are handled by the manufacturers.

We can not be responsible for damaged or lost returns, so please use a service with delivery confirmation/tracking. Please do not send back used products. It takes approximately 3 - 4 business days to process returns from the time we receive them.

If an item was damaged in shipping, you must notify us immediately. You must keep the damaged item, and the original shipping container, as well as packing materials, until a file has been claimed with Canada Post. Retain the item and packaging for 14 days from the day you notify us of the damage, the carrier may send someone to inspect the damage.

If an item is returned due to an incorrect address, a fee of $15 will be charged to you before your package is re-sent.

 

In-Store Return Policy:

Most products have a 7-day return. The product must be returned with the original packaging in a new or saleable condition and with the itemized till receipt. 

There are a few exceptions to this policy:

  • Clearance items
  • Pet diapers 
  • Airline tube 
  • Aquarium backgrounds 
  • Flexwatt heat tape

Electronics:

  • All electronics are able to be returned within 7days, in the original packaging in a new or saleable condition. 
  • Defective electronics can be returned to the store within 7days, with the packaging and the itemized till receipt. 
  • If the Product has a manufacturer warranty and it is past 7 days please contact the manufacturer.

Consumables: (food, treats, supplements etc.)

  • Consumables can be returned within 7 days unopened and with the itemized till receipt.
  • If the product has a satisfaction guarantee through the manufacturer, consumables may be returned within 7 days and with the itemized till receipt. There must be at least half of the product unused.

Fish: Non-Refundable, replacement or in-store credit only 

  • There is a 7-day warranty on most fish. We require the body, a separate water sample and the itemized till receipt. A replacement will only be given if the water conditions are acceptable. 
  • Exceptions: there is no warranty on Feeder fish, discus, Fancy Plecos, Shrimp, Snails or one of a kind Wild Fish. 

*For all other livestock warranties, see in store for details.*

Pet Paradise London

  • 1080 Adelaide Street North
    London, ON
    N5Y 2N1 Canada

  • +1 519-432-1600

  • Hours of Operation
    Mon-Sat:      9:30 am - 8pm
    Sunday:      11:00 am - 6pm

Copyright 2020 Pet Paradise
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