Retail & Return Policies

If your pet doesn't like it, we'll take it back.

Food or Treats? If your pet doesn’t like a food product you bought from us, whether you got it delivered, picked it up or bought it in-store, simply return the item in its original packaging with any unused portion to your local Pet Food Express within 30 days of purchase. We will exchange it for a food that your pet will love. Receipt is required.

Got your Pet Food Express receipt? Within 30 days of purchase, new items in original packaging and with a receipt may be exchanged for another item or returned, with the remaining balance credited to your original form of payment. Credit and debit card purchases will be credited to the same card within 3-5 business days. Cash purchases will be refunded in cash. Purchases made with a gift card or merchandise card will be credited to a new merchandise card. Items purchased through DoorDash Marketplace (DoorDash app/website) or Instacart (Instacart app/website) will be credited to a merchandise card. Merchandise cards can be used for future in-store and online purchases, cannot be redeemed for cash, and will expire one year from date of issuance.

No receipt? Or beyond 30 days from purchase? Within 60 days of purchase, we’re happy to issue an exchange or merchandise card at the item’s lowest retail price in the last 60 days. Merchandise card can be used for future in-store and online purchases, cannot be redeemed for cash, and will expire one year from date of issuance. Uber Eats purchases can be exchanged or refunded to a Merchandise Card at the lowest PFE price within the last 60 days. Refunds, credits, exchanges, and online order pick-ups require your name, address, and a government issued photo I.D.

Pet Wash tokens are subject to above policies.

Additional Terms and Exceptions Pet Food Express reserves the right to limit returns at our discretion. Discontinued or discounted items marked as “Last Chance,” “Final Sale,” or similar, and bulk biscuit purchases are not eligible for return or exchange.

You must have a valid receipt to return or exchange any of the following products: (i) Electronic merchandise, (ii) Grooming Tools, and (iii) Medication, Flea & Tick Products, Supplements, or Vitamins.

Refunds or exchanges on sale or discontinued purchases will be refunded at the price you paid. Purchases using our B3G4F (Buy 3 and Get the 4th Free promotion) will be refunded at a 25% price reduction for each returned item, but may be exchanged for items of equal original price.

Pet Food Express Rewards™ Price Match Guarantee

Available exclusively in-store for Pet Food Express Rewards Members. Please see our Retail & Return Policy for price adjustments.

How It Works

Provide any acceptable form of proof that an identical product is currently available for immediate purchase at a lower retail price online or in-store by a qualified competitor and we’ll match it. Lower price must be available to all customers in California at the time of purchase and quickly verifiable by Pet Food Express. Price match guarantee can be applied to one (1) transaction/per day, subject to verification and the other terms and exclusions of this policy.

Eligible Products

To qualify for a price match, the competitor’s product must be new, available for immediate purchase, and identical to the qualified Pet Food Express product, having the same:

• Brand and product name
• Size, weight, and/or quantity
• Flavor/variety/color

We reserve the right to determine an eligible item’s comparable price based on any terms, limits, or conditions tied to the qualified competitor’s offer in our sole discretion.

Qualified Competitors

A “qualified competitor” is any online or brick-and-mortar retailer who is in the business of selling pet specialty products directly to customers in California including:

• Amazon.com*
• Chewy.com*
• Petco and Petco.com*
• PetSmart and PetSmart.com*
• Independent pet food and supply retailers

*Products sold by third-party marketplace sellers on these websites are not eligible for price matching.

Verification Requirements

Customers are responsible for providing proof the lower price is currently in effect at time of price match request. Acceptable forms of proof include coupons, ads, websites, mobile apps, and emails displaying competitor’s business name, lower price, and offer terms. If we are unable to quickly verify the price and availability at the time of the request, we may adjust, limit, or decline requests at our discretion.

Exclusions

Price matching is not available on:

• Prices, offers, and discounts related to paid or unpaid memberships, subscriptions, or other group affiliation-based discount programs
• Off-price retailer pricing
• Wholesale or Distributor pricing
• Sample pricing
• Free items
• Pricing errors
• Out of stock items
• Items advertised as “limited quantity”
• Clearance, liquidation, close-out, or off-date discounts, certain sale and promotional prices
• Prices based on “Buy One Get One Free,” “Gift with Purchase,” “Bundled Offers,” or Rebates
• Gift card promotions, or financing offers
• Services, installation, or delivery-only pricing
• Manufacturer-restricted items
• Items sold by marketplace sellers (e.g., Amazon Marketplace, Walmart Marketplace, Temu)

Available in-store only. Must have an active Pet Food Express Rewards™ membership and Rewards ID. Price match must be applied at time of price match request. Cannot be applied retroactively or saved for future purchases. Price match discount will be applied at checkout to reduce the pre-tax price eligible items and will be deducted upon return of any item to which the discount was applied. Price match discount may or may not be combined with other discounts and special offers, depending on the specific terms of the other offer and our transaction system programing. Pet Food Express reserves the right to modify or terminate price match policies, determine price match eligibility, and/or limit price match discounts at any time for any reason. No rain checks. Additional exclusions may apply.

We honor competitors’ and manufacturers’ coupons!

Just bring them in to us! Competitors’ coupons may not be combined with other offers.

Mix & Match! Buy 3 Get the 4th Free

Our B3G4F is an everyday in-store and online program at Pet Food Express. Choose three qualifying products from the same category and get a fourth item from that category free!

 

Learn More

We accept these payment options:

Cash, Visa, MasterCard, Discover, American Express, Apple Pay, Google Pay, Samsung Pay, ATM/Debit Cards, Pet Food Express gift cards and Pet Food Express merchandise cards. We do not accept personal checks.

Thanks for shopping with us!

Call or email with your questions and comments.

(510) 609-3600 | hello@petfoodexpress.com

All Pet Food Express purchases are subject to this Policy, our Terms of Use and Privacy Policy. Pet Food Express reserves the right to modify this Retail & Return Policy at any time. The version of this Policy in effect at the time of your purchase will apply, unless you do not have a receipt, in which case the version of this Policy in effect at the time of your return will apply.