Last updated 4/25/2022
For Services:
All refunds will incur any applicable transaction fees. However, if you opt to receive your refund in store credit at That’s So Fetch, then you will receive the full refund amount in Pet Points. Pet Points do not expire and can be redeemed any time for any good or service offered by That’s So Fetch.
Boarding:
- Non-holiday bookings will receive a full refund if cancelled within 48 hours of the start date and time.
- Holiday bookings will receive a full refund if cancelled within 7 days of the start date and time.
- If a booking ends earlier than scheduled, the client will receive a 75% refund of the remaining amount.
Daycare:
- Non-holiday bookings will receive a full refund if cancelled.
- Holiday bookings will receive a full refund if cancelled within 7 days of the start date and time.
Walks & Transportation:
- All bookings will receive a full refund if cancelled at least 1 hour prior to the scheduled time slot.
- For bookings that involve multiple visits per day booking, please refer to drop-ins and house visits (below) for cancellation and refund policies.
Drop-Ins & House Visits:
- Non-holiday bookings will receive a full refund if cancelled within 48 hours of the start date and time.
- Holiday bookings will receive a full refund if cancelled within 7 days of the start date and time.
- If a booking ends earlier than scheduled, the client will receive a 75% refund of the remaining amount.
Baths:
- All bookings will receive a full refund if cancelled.
For Retail Products:
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase.
Several types of goods are exempt from being returned. Perishable goods (such as food, treats, supplements, etc…) cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases. Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
There are certain situations where only partial refunds are granted:
- Items with obvious signs of use.
- Items that have been opened.
- Any item not in its original condition is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your account in the form of the original method of payment, within a certain amount of days. Store credit (Pet Points) is always available as a payment option.
Late or Missing Refunds
It may take some time before your refund is officially posted. Be patient! Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at Contact@ThatsSoFetch.co.
Items on Sale
Only regular-priced items may be refunded. Sale items cannot be refunded. It is up to That’s So Fetch to determine how to proceed with refunds on items on sale. Please email us at Contact@ThatsSoFetch.co for further questions and concerns.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at Contact@ThatsSoFetch.co.
Shipping Returns
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 returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Please do not send your purchase back to the manufacturer. We will provide you with a return address via email.
Need help?
All purchases are protected under our payment protection.
Please visit Payment Details and Options for more information regarding your purchase.
Contact us by mobile text or email us at Contact@ThatsSoFetch.co for questions related to cancellations, refunds, and returns.