Refund policy

Livestock Return/Exchange Policy

Online (Dead On Arrival) DOA Policy:
When your order ships, you will receive an email with your order confirmation and tracking number so you can arrange to be available for order arrival.

Photos of DOAs must be sent to us at returns@summitpets.ca within two hours of delivery confirmation by the courier. Photos needed are the DOA fish in the original bag, the outside of the shipping box, and the DOA fish laid out on a paper towel.
After receiving the photos, we will advise what to do with the DOAs.
DO NOT DISCARD UNTIL INSTRUCTED.

Failure to notify us within the two-hour time period will void any guarantees.
No refunds will be given, only store credit.

In Store 24hr Livestock Policy:
With so many factors that could arise once your livestock is in your possession, we provide a limited 24hr guarantee on most livestock purchased in store.
All livestock is final sale.

In the rare event that we may take in livestock as a trade or return, a 30% value of retail price will be issued as store credit to be applied to another livestock purchase and will be subject to approval by management.

Items Excluded from the 24hr Guarantee:

  • Invertebrates (Shrimp, Snails, Crabs, etc...)
  • Saltwater Fish
  • Corals

Dry Goods Return/Exchange Policy

We will refund or exchange your purchase within 15 days of the purchase date on the receipt for products that were not used, opened, or damaged.
We will exchange items within 15-30 days of the purchase date on the receipt for products that were not used, opened, or damaged.

We do not provide returns or exchanges for items over 30 days from receipt.

Opened packages may be eligible for an exchange, minus a 20% restocking fee. Damaged or opened/unsellable items are not eligible for refund or exchange.
Your original receipt will be needed to start any return process.

Return shipping charges are the responsibility of the customer. Restocking fees may be applied and taken from the refund amount. Return shipping and restocking fees will be removed from the return total. Items returned to us without first requesting a return will not be accepted.

All Purchases:
Please measure/review sizes/contact us to avoid needing to return and reship items.

Damages and issues
Please inspect your order upon receipt and contact us immediately for any defects, or damages or if you received the wrong item so we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items
Summit Pets is unable to accept exchanges or returns on the following items:

  • Personalized/Custom items
  • Special ordered items
  • Gift Cards
  • Bulk Items
  • Sale, Clearance, or Final Sale items
  • Discontinued items
  • Food, Treats & Other Consumables for health concerns
  • Grooming Supplies, Carriers, Beds & Blankets due to health and safety concerns

Please get in touch if you have questions or concerns about your specific item!