Refund policy

What is BPE's return policy?

We are dedicated to healthy pets. Not shareholders. That focus on what's best for your pet means we are dedicated to getting the right products in your hands. If something doesn't work for you, we do everything we can to get you set up with something that does, whether that's a refund or an exchange for a product that's a better fit.

In-Store and Online

Our goal is to increase the number of healthy pets in the world. Have a food or supply that just isn't working? Bring it back.

Returns

Do I need a receipt?

You'll need proof that the item was purchased at BPE. It doesn't matter if you have the receipt or we have it saved under your account, we just need some proof that it's yours and it came from us. If we're unable to verify the item was purchased with us, we may not be able to process a return.

What's the return window?

You have 60 days from the date of purchase to bring the product back for a refund or exchange. If more than 60 days have elapsed, we can't offer either.

Does it need to be in the original packaging?

Ideally. For supplies and gear we'll work with you, but please do your utmost to bring it back in the original packaging. For food, original packaging is required. Opened non-canned food, including dry, raw, freeze-dried, and dehydrated, can be returned within 60 days of purchase as long as the original packaging is included. Opened canned food cannot be returned.

Are there any times when a refund cannot be given?

Unfortunately, yes. Sometimes we can't take your product back:

  1. Products that have obviously been used.
  2. Non-food products that are damaged or missing parts.
  3. Electronic items.
  4. Grooming tools.
  5. Opened canned food.
  6. Items purchased more than 60 days ago.

What if I need to return a shipped item?

Ship your product to: Bend Pet Express (attn. Returns Manager), 420 NE Windy Knolls Dr., Bend, OR 97701, United States.

You are responsible for your own return shipping costs. Shipping costs are non-refundable, and if you receive a refund, the cost of return shipping will be deducted from it.

Delivery time for an exchanged product depends on your location.

If you're shipping an item worth over $75, we recommend using a trackable shipping service or purchasing shipping insurance. We can't guarantee that we will receive your returned item.

Exchanges

How do exchanges work?

If a product isn't the right fit for your pet, bring it back within 60 days along with your proof of purchase and we'll help you find something that works better. The same packaging and condition guidelines that apply to refunds apply to exchanges.

Refunds

How will I be refunded?

Refunds are typically issued back to your original payment method. Store credit is also available if you'd prefer.

I don't see my refund on my statement yet.

There are a couple of moving parts in a refund. We refund your purchase as quickly as we can, and our payment processor typically processes refunds within 24 hours. After that, it's up to your credit card's bank to apply the credit to your account. We don't have control over this part, and it can take anywhere from 2 to 10 business days.