At PetCare Equipment Co., we stand behind the quality and performance of every piece of equipment we sell. While issues are rare, we understand that problems can occasionally occur during shipping or manufacturing.
For this reason, we offer a 30-Day Replacement Guarantee for any item that arrives damaged, defective, or incorrect.
If your product or any component arrives damaged, defective, or not as ordered, please email us at sales@petcareequipment.com with your order number and photos within 30 days of receiving your shipment. Our team will provide instructions for processing your replacement and will coordinate all necessary steps.
PetCare Equipment Co., covers 100% of shipping costs for qualified replacements.
Once the returned item or component has been received and inspected at our warehouse, we will notify you by email when your replacement has been processed.
Commercial Equipment Policy (Important)
Our products are commercial-grade pet care equipment intended for long-term professional, business, facility, mobile, or property use.
Because many of our products are large, heavy, freight-shipped, made-to-order, custom-configured, or subject to manufacturer requirements, we have specific return limitations.
No Returns for Buyer’s Remorse or Change of Mind
We do not accept returns for buyer’s remorse, change of mind, or non-defective products after an order has been placed, processed, shipped, or delivered.
This includes situations where a customer:
- No longer wants the product
- Ordered the wrong model, size, color, finish, or configuration
- Decides the product does not fit their space, vehicle, room, or facility
- No longer needs the equipment
- Purchased the equipment for temporary or one-time use, such as events, trade shows, short-term rentals, or temporary business setups
- Failed to confirm measurements, access requirements, utility requirements, plumbing, electrical, drainage, flooring, ventilation, or installation needs before ordering
- Changes their business plans after placing the order
This policy may apply to products such as:
- Mobile grooming equipment
- Dog gym and treadmill equipment
- Pet wash and grooming room equipment
- Self-service dog wash stations
- Pet relief area systems
- Dog daycare and boarding equipment
- Commercial grooming equipment
- Pet transport and safety equipment
- Power, water, and climate systems
- Flooring, drainage, and sanitation products
- Dog park and play equipment
Manufacturer Return Programs (When Applicable)
Some of the brands we carry offer their own return or trial programs.
If a manufacturer provides a return option for a specific product, we will gladly honor that program under the manufacturer’s terms, requirements, and timeline.
This applies only to products where a manufacturer-backed return program is explicitly available. Products without a manufacturer return option remain final sale under our commercial equipment policy.
Damaged or Defective Items on Delivery
If your product arrives visibly damaged:
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Note the damage with the carrier at the time of delivery, if possible.
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Take clear photos of the packaging and damaged areas.
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Email the photos to sales@petcarequipment.com as soon as possible.
We will replace the damaged item—or the affected component—at no cost to you.
All original packaging must be retained, as shipping carriers often require it for claims processing. All replacements must be authorized by our customer service team before being processed.
Items that become damaged due to use or normal wear are subject to the manufacturer’s warranty.
Warranty
All products sold by PetCare Equipment Co. include a manufacturer-backed warranty. Warranty terms vary by product—some items offer short-term coverage limited to defects or damaged parts (such as 30-day defective warranty), while other items include longer manufacturer warranties of up to several years. If you experience an issue outside of shipping damage, please contact sales@petcareequipment.com and we will assist you with the manufacturer’s warranty process.
Order Cancellations
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Before shipment: Orders may be canceled for a full refund.
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After shipment: The order is considered fulfilled and cannot be canceled. It will be covered under our 30-Day Replacement Guarantee if damaged, defective, or incorrect.
If a replacement is required due to damage, defect, or shipment error, TrueRedLight covers all return and replacement shipping costs.
Additional Notes
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If a specific product has a unique manufacturer return policy, it will be clearly listed on that product’s page.
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Certified pre-owned or used items are not eligible for return.
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Purchases made for temporary or event-based use are not eligible for return.
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Refunds (when applicable) are processed back to the original payment method once a returned item is received and inspected. Processing typically takes 3–7 business days, depending on your bank.