In-Store & Online

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

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 🙂

What's the return window?

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

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, that original packaging is required. 

Are there any times when a refund cannot be given?

Unfortunately, yea. Sometimes we just 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 that were purchased more than 60 days ago.
What if I need to return a shipped item?

To return your product, you should ship your product to: Bend Pet Express (attn. Returns Manager) 420 NE Windy Knolls Dr., Bend, OR 97701 United States.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping item(s) over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item.

I don't see my refund on my statement yet

There are a couple of moving parts involved in a refund. We promise that we will refund your purchase as quickly as we can. Our credit card processors (we use Square and Stripe) are very good at refunding money 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 any control over this part and unfortunately this can take anywhere from 2-10 days.

Can I get an in-store refund for an online purchase?

We have two separate systems for taking credit card information. In-store, we use Square and online we use Stripe. Both are incredibly reputable companies and have served our customers well. Unfortunately, if a purchase is processed using Stripe (online), we can’t refund it using Square (in-store).

Rest assured, we’ll get your money back to you, but you won’t leave the store with a refund. Our digital team will hop right on it though, and you’ll get an email letting you know the refund was processed.

What if I need to modify my order?

Once payment has been received on an order, it is locked down and cannot be edited by any of us. That protects you (and us) but it does mean that we can’t modify orders. The best thing to do is reach out to us via chat.

What if I need to change my shipping address?

No problem! Your saved addresses are stored in your account profile. Click on “My Account” at the top of the page, or head to your account using this link.

Can I get same day delivery?

Yes! Same day delivery is FREE for Central Oregonians. Choose local delivery and you’re good to go!

Free local delivery is available to any home or work location within our delivery area. That area covers over 500 square miles of Central Oregon. So while it doesn’t cover everyone here, your chances are pretty good.

Still have a question?

Please contact us for more information.