Customer Service Policy


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If you are not satisfied with your purchase, we want to make things right. If something was missing from your delivery, damaged upon delivery, or not quite what you expected, let us know within 24 hours. We will pick up any unwanted merchandise and issue a full refund, or we will send anything that was verified to be missing from your order.

You have 30 days to return an item. Items returned with receipt will be given a full refund based on your form of payment. Items returned without receipt will be given store credit. If no receipt is presented, the lowest selling price or promotional price will be offered as the refund amount.

Refunds will be made based on your form of payment: Cash refunded for Cash transaction; Credit to Credit Card Account; or Cash for Checks after a 10-day waiting period to be sure the check clears.

Shipping details

Jake's Pet Supply offers free shipping within a 15 mile radius of the store with $20 minimum purchase.

If your order does not qualify for our free delivery service, you can contact us to determine what alternate arrangements can be made.

Orders placed by 10 am Monday through Friday (non-holiday) will be delivered on the same day, provided the product is in stock. If a purchased item is not in stock, we will contact you to inform you of the earliest delivery time. If you choose to cancel the order, we will refund your payment immediately.

Orders placed after 10 am Monday through Friday, orders placed on Saturday or Sunday, or orders placed on holidays will be delivered on the next business day.

Delivery time for purchases of frozen food must be scheduled with our Delivery Manager to ensure you are home to receive delivery. We will contact you to make appropriate arrangements when we see your order.

Contact Us

If you have any questions on how to return an item to us, or you’d like to give us feedback on your delivery service, please contact us.