Return Procedure: You may return unopened and unused products in original,
sellable condition within 30 days of receipt for a refund equal to the product amount
(not including shipping charges or taxes). You must request a return authorization
number by sending an email via our
Contact Us page or by calling us at 888-937-6677 and pressing (3) for Credits
& Returns. Please make sure to indicate your order number if possible, and the
item(s) you wish to return and the reason. Please make sure to package the items
well. We will not be able to honor credits of merchandise that comes back to us
damaged. You may want to insure your package. Once you have received your return
authorization number, please write it on the outside of the package and send it
Only Natural Pet Store
5541 Central Ave, Suite 201
Boulder, CO 80301
Raw Food: Please note that for health safety reasons, we cannot accept
returns of frozen raw food. All frozen raw food sales are final.
Books and Videos: Books may not be returned. Videos may be returned
if they are in their original shrink wrap.
Mis-shipment: If you have received an incorrect item, please send an
email through the Contact Us
page or call us at 888-937-6677 and press (3) for credits and returns. Please reference
your order number and we will provide instructions for returning the item and obtaining
the correct replacement. All items must be reported within the 30 day return policy
Canned Food: We do not take returns on partial cases of canned food
since they are available to order by the each.
Exchanges: Ordered the wrong size or item? Simply place an order online
for the correct item and return any item(s) that you do not want in their original
condition following the instructions above.
Only Natural Pet Products: You may return our Only Natural Pet brand
products at any time for a full refund of the purchase price if you are not satisfied
(not including shipping charges or taxes). This refers to our own branded products,
which will have the name Only Natural Pet on the label.
Other Manufacturers: You may return other manufacturers' products if
they have been unopened and unused and are in original condition within 30 days
for a full refund of the purchase price (not including shipping charges or taxes).
Refused Delivery: If your order is refused upon delivery and returned
to us, we will charge a restocking fee of $15 plus any return shipping charges.
If your order is returned to us because of a mistake in the address that was entered
by you, we will have to charge you for the return shipping charges (no mail receptacle,
no apartment number, moved, etc.) Please note: if UPS is late due to UPS error we
will assist in recouping a shipping refund from them for you, so please accept the
late package instead of refusing it.
Cancelled Orders: Please be aware that we often process orders the
same day they are placed or the next day, so you may not be able to cancel your
order after it is placed. If you request to cancel your order and it is boxed and
waiting for pick up by the delivery service, you will be refunded the amount of
the order less 15% of the product price as a restocking fee.
Method of Credit: We will only credit you via the same method of payment
used for the order. Credit card credits usually take a couple of days to show up
on your account.
Customer Pick Up: If placing your order online, when you enter a Colorado
shipping address you will be given the option of "Customer Pickup" as
a delivery method, and the shipping charges will be zero. You will receive an email
when your order is ready to be picked up at the store, which is usually within one
business day. Our retail store pickup hours are between 9:00 AM to 8:00 PM Monday
through Saturday and 10:00 AM to 7:00 PM on Sunday. We are located in Boulder on
the northeast corner of 28th & Pearl in the Whole Foods shopping center, between
Bicycle Village and Panda Express. Your order will be pre-packaged and waiting
for you. If an order is not picked up, you may incur a 15% restocking fee.