Chinchillas Pet – Return & Refund Policy

At Chinchillas Pet, we are passionate about providing high-quality products and healthy, ethically raised chinchillas. We understand that caring for a pet is a significant commitment, and we want to ensure your experience with us is as smooth and positive as possible. If for any reason you are not fully satisfied with your purchase, please review our Return & Refund Policy below.

1. Product Returns (Supplies & Accessories)

We want you to be happy with every purchase. If you are not satisfied with any non-living product (e.g., food, toys, enclosures), we offer a return option under the following conditions:

Eligibility for Returns:

  • The product must be unused, undamaged, and in its original packaging.

  • The return request must be made within 30 days of the delivery date.

  • You must provide proof of purchase (order confirmation or receipt).

Non-returnable items include:

  • Sick chinchillas

  • Chinchillas in under poor condition

2. Refunds Policy

If your return is approved, we will process your refund after the item is received and inspected.

Refund Process:

  • Refund Timeframe: Within 2–5 business days after we confirm the return is in acceptable condition.

  • Refund Method: To your original method of payment.

  • Refundable Fees: Shipping charges and any transaction fees are refundable.

3. Live Animal Policy

Due to the sensitive nature of live animals:

  • Live chinchilla sales are final. We do not accept returns or offer refunds on chinchillas once they leave our care.

  • We provide a 72-hour health guarantee. If your chinchilla shows signs of illness within this window, please contact us immediately.

We recommend scheduling a vet check within 3 days of receiving your pet to ensure a healthy start.

4. Exchanges

If you’d like to exchange a product:

  • It must meet the same criteria as our return policy.

  • Exchanges are subject to availability.

  • Price differences must be settled at the time of exchange.

5. Damaged or Incorrect Orders

If you receive a damaged or incorrect item:

  • Contact us within 48 hours of delivery.

  • Provide clear photos of the damaged item.

  • We will send a replacement or process a refund at no extra cost to you.

6. How to Initiate a Return, Refund, or Exchange

To initiate a return or exchange:

  • Contact our Customer Support Team via our Contact Us page.

  • Email: sales@chinchillaspet.online

  • Phone/WhatsApp: +1 (412) 933-9987

  • Include your order number and details of your concern.

  • Follow the instructions provided by our team to complete the return.

7. Late or Missing Refunds

If you haven’t received a refund yet:

  • Check your bank account again.

  • Contact your credit card company or bank (processing times may vary).

  • If you still haven’t received it, please contact us directly for assistance.

8. Customer Support

We’re here to help! For any questions, concerns, or assistance, reach out to us through the following channels:

Email: sales@chinchillaspet.online

Phone/WhatsApp: +1 (412) 933-9987
Business Hours:
Mon – Fri: 9:00 AM – 6:00 PM
Saturday: 10:00 AM – 4:00 PM
Sunday & Public Holidays: Closed

Business Address: 15718 N Interstate Hwy 35, Austin, TX 78728

Thank you for choosing Chinchillas Pet. We appreciate your trust in us and are dedicated to ensuring you and your chinchilla enjoy a healthy, happy journey together.