Warranty Policy

Warranty/Guarantee Procedure

If your item was damaged during shipping: Send an email to customerservice@priscillaspetproducts.com.  Make sure you include the following information: Order number, name, address, item detail and description of damage.  We will file a claim with the shipping company and either repair or replace the item.

30-Day Warranty

All products (except live kitty grass), carry a 30-Day warranty against defects due to manufacturing or failure for 30 days from the date the order is shipped. This warranty covers replacement or repair of the product, which is determined by availability, or vendor, and the time product was purchased. Warranty does not include any use of the product that does not fall into the designed use of the product as intended by the manufacturer.

Out of Stock Policy

Our inventory runs on a perpetual program but may on occasion run into a higher demand level leaving a temporary ‘out of stock’ situation.  If this happens we will advise via email and issue a few alternatives.

Most items seen on priscillaspetproducts.com are available for sale on a consistent basis with some exceptions.  Seasonality and Holiday specific items may be delayed due to our constant rotation of new product.  Example: Christmas prints may be manufactured during the summer, and therefore delayed for immediate shipment.  If you have specific questions, please send an email to customerservice@priscillaspetproducts.com.

Special Orders – You Don’t See it But You WANT it?

If you have previously purchased an item that is no longer on our site, send us an email,customerservice@priscillaspetproducts.com, we may be able to special order it for you.

Order Turn Around Time

An order is typically shipped within 1 week of receipt, unless an afore mentioned exception applies.

Refund/Exchange Policy

We do not offer a Money Back Guarantee on any products we offer. If you have questions or concerns about a product that you have purchased or are about to purchase, please contactcustomerservice@priscillaspetproducts.com.

Cancellation Policy

To cancel an order send an email to customerservice@priscillaspetproducts.com. Email cancellation requests must contain the following: First name, last name, order number, and email address. This information must be identical to the information originally submitted on your order. Please provide contact information so that we may contact you if we have questions in regards to canceling your order. Every effort will be made to accommodate the cancellation of your order, providing your order has not been charged and/or shipped out. In the event that a cancellation was submitted (via email or phone), and your order was shipped out after, we will gladly refund the complete balance charged including shipping. However, if the cancellation was documented as received after the order was shipped, we will refund the merchandise total less shipping, upon return of the unopened merchandise.

Shipping Costs

Customer assumes all costs in shipping to us, and we assume the cost in shipping back returned merchandise to the customer. All replacement/repaired products are shipped UPS Ground unless a rush is requested. The cost of such a shipping upgrade is to be paid by the customer prior to shipment.