Refund policy

Last Updated: September 7, 2026

At Jack’s Pet Center, we want customers to understand the return and refund process before placing an order. This policy explains the return window, eligible products, exclusions, return-shipping responsibility, cancellations, exchanges, and refund timing for eligible online purchases.

Quick Reference

Topic Summary
Return window 30 calendar days after delivery
Customer-choice return shipping Customer responsibility
Defective, damaged, or incorrect item Contact us for return instructions and available remedy
Refund method Original payment method
Refund processing Within 7 business days after the returned item is received and approved
Non-returnable items See Section 5
Return contact support@jackspetcenter.com or (406) 453-1821

1. Business Information

This policy applies to purchases made from Jacks Pet Center, doing business as Jack’s Pet Center.

2. Return Window and Qualifying Reasons

You may request a return within 30 calendar days after delivery. The return period begins on the date the carrier records the package as delivered.

Eligible returns may include an unused product returned because of a change of mind, an item that arrives defective or damaged, or an item that is materially different from the product ordered. All returns remain subject to the conditions and exclusions in this policy.

3. Return Conditions

To qualify for a customer-choice return, the product must be unused, in resalable condition, and returned with its original packaging, accessories, instructions, tags, and other included materials when applicable. Proof of purchase or the applicable order number is required.

We may deny a return when the item is used, damaged after delivery through misuse or neglect, incomplete, or outside the 30-day return window, subject to rights that cannot legally be excluded.

4. How to Start a Return

Step 1 — Contact Support: Email support@jackspetcenter.com or call (406) 453-1821 within 30 calendar days after delivery.

Step 2 — Provide Order Information: Include your name, order number, product name, reason for the return, and photographs or other information if requested.

Step 3 — Receive Instructions: Wait for return instructions before sending anything back. Do not send a return to the store address unless Jack’s Pet Center specifically instructs you to do so.

Step 4 — Ship the Product: Package the product securely and use the return method and address provided by Jack’s Pet Center. A trackable shipping method is recommended.

5. Non-Returnable Items

The following products are not eligible for return unless required by applicable law:

  • Live animals.
  • Opened or used food, treats, supplements, or other consumable products.
  • Used or opened grooming, hygiene, or personal-care products where return is inappropriate for health or safety reasons.
  • Personalized, customized, or made-to-order products.
  • Products marked “Final Sale” before purchase.
  • Products damaged after delivery through misuse, neglect, improper storage, or failure to follow product instructions.

If a product in one of these categories arrives defective, damaged in transit, or materially incorrect, contact us promptly so we can review the issue.

6. Return Shipping and Costs

For a change-of-mind, incorrect-selection, or other customer-choice return, the customer is responsible for return shipping costs. The original shipping charge is not refundable for this type of return.

For a defective, damaged-in-transit, materially incorrect, or wrong-item shipment, Jack’s Pet Center will provide return instructions and, when appropriate, a prepaid return label or reimbursement for reasonable return shipping costs.

7. Exchanges

We do not guarantee exchanges. If a returned item is eligible and replacement inventory is available, we may offer an exchange at our discretion. If the replacement is unavailable, we may offer a refund or another remedy permitted by applicable law.

8. Refund Processing

After a returned item is received, we will inspect it and notify you whether the return is approved. Approved refunds are processed within 7 business days after the returned item is received and approved.

Refunds are issued to the original payment method used at checkout. Your bank, card issuer, or payment provider may require additional time to post the refund.

9. Order Cancellations

Contact us as soon as possible if you need to cancel an order. A cancellation request may be accepted before processing or shipment begins, but cancellation cannot be guaranteed after processing or shipment has started.

If an approved cancellation occurs after payment was captured, the refund will be issued to the original payment method.

10. Damaged or Defective Items

If your order arrives damaged or defective, keep the original packaging and contact us promptly with your order number and photographs. We will review the issue and explain whether a replacement, repair, refund, or other remedy is available.

If an animal appears ill or injured, seek appropriate veterinary attention promptly. A return request should never delay veterinary or emergency care.

11. Contact Information

Jacks Pet Center, 508 Central Ave, Great Falls, MT 59401, United States

12. Policy Consistency and Updates

This policy should remain consistent with the checkout, product pages, Shipping Policy, Payment Policy, Terms of Service, footer, and Google Merchant Center return settings. Jack’s Pet Center may update this policy when its return process or legal requirements change.