Terms of service

Return Policy

At The Pet Source, we do not accept returns on products that have been opened or used. Please review your order carefully before purchasing.

If your product remains unopened and in its original packaging, you may request a return under the following conditions:

  • All returns and exchanges must be requested within 7 days of receiving your order.
  • Customers are responsible for return shipping costs. The Pet Source does not cover return shipping fees.
  • If your order originally qualified for free shipping, the actual shipping cost will be deducted from your refund.
  • Special orders are non-returnable.
  • A 20% non-refundable restocking fee will be applied to returned products.
  • If a package is refused upon delivery, a 20% restocking fee will apply, and the customer will be responsible for both the original and return shipping costs.

Final Sale Policy

  • Any discounted or sale items are considered final sale and are not eligible for returns.
  • All aquariums and aquarium systems are final sale due to their fragile nature.

Winter Liquid Goods Policy

The Pet Source and our shipping carriers do not cover damages caused by freezing.

During the winter months in Canada, liquid goods may freeze in transit, causing leakage due to expansion. Unfortunately, we cannot offer refunds or replacements for products damaged in this way.

To minimize this risk, we recommend upgrading to overnight shipping for liquid products.

Damaged or Lost Orders

If your order is damaged by the shipping carrier or lost in transit, we will file a claim on your behalf. Once the claim is approved, we will reship the damaged or lost items.

Please note that The Pet Source is not responsible for delays caused by lost or damaged shipments.

Warranty Policy

All product warranties must be handled directly with the manufacturer.

The Pet Source does not cover manufacturer defects, as all products are shipped in new condition. Before placing an order, please review the manufacturer's warranty policies.

Cancellation Policy

The Pet Source reserves the right to charge a cancellation/processing fee of up to 20% for any canceled orders.

Deposit Policy

All deposits for special order items—such as large aquariums, bird cages, specialty lighting, and filtration equipment—are non-refundable.