Refund & Exchange Policy

Please read the following before placing an order!

  • All prices are in US Dollars.
  • Damaged or shorted merchandise must be reported to us and the carrier within 72 hours of receipt.
  • We want you to be satisfied with your purchase. If you are not satisfied, you may return or exchange your purchase within 30 days.
  • Exchange products must be returned with the original undamaged packing. Item must be in new and re-saleable condition. Do not mark, tape or attach anything to the packaging.
  • Items returned after 30 days are subject to a 15%+ restocking fee.
  • We offer one exchange per item, (Re-shipping and handling fee will be charged.)
  • Refund or exchange must be requested within 30 days of receiving your order via e-mail at or call (503-667-0716) or fax at (503-667-4701). Then we will give you further instructions along with an Returned Merchandise Authorization (RMA) Number by either phone, e-mail or fax.
  • Merchandise must be shipped to us within 5 business days after the issuing date of the Returned Merchandise Authorization (RMA) Number.
  • Return freight charges are prepaid by you. Collect shipments will be refused.
  • Exchange must be equal or higher amount. If exchanged item is lower amount, the difference will be applied as store credit towards your next purchase. Difference can not be refunded.
  • Please allow up to two weeks for the exchange order to be processed. Exchange orders will be sent out by Regular Service. If you require faster service we will charge for the faster shipping.
  • Shipping and Handling charges are non-refundable.
  • Custom or Special Orders are non-refundable.
  • All vaccines and medications are non-refundable.
  • All sales are final on Clearance Item(s).
  • If a manufacture's defect is found, please contact us immediately to replace your purchase or to get information about how to contact the manufacturer. We will replace the item for the same brand, style and color at no cost. Replacements will be shipped out by Regular Service. Faster service is avaiable at additional charge.
  • Since Springwater Animal Supply cannot control the use or misuse of our products and notwithstanding the fact that customers have had a high degree of success with our products, we, disclaim responsibility for the use or misuse of any product.  Always refer to the manufacturers instructions and/or seek the advise of a competent Veterinarian or professional. 
  • ALL warranties are made by the manufacturers and not Springwater Animal Supply.
  • You must adhere to all of the polices above, or your request for an exchange will be denied.
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