RETAIL & RETURN POLICIES
Effective Date: July 6, 2026

Pet Food Express Rewards Members enjoy receiptless returns! Just let us know you're a member and we'll verify the original purchase in your purchase history.

Have a receipt  and within 60 days of purchase? 

  • New/Unused items in original packaging may be returned for a refund or exchanged at any Pet Food Express store location.   
  • Opened or partially used food, treats, or supplements in the original packaging with no less than approximately 50% of the product remaining may be exchanged for another item of equal or lesser value; any balance will be refunded to a merchandise card. If a suitable replacement is not available, a merchandise card will be issued. Completely used food, treats and supplements are not eligible for return.  

No receipt but within 60 days of purchase?  

  • New/Unused items in original packaging (including food, treats and supplements) will be refunded to a merchandise card or exchanged at the item's lowest retail price in the last 60 days. Merchandise cards can be used for future in-store and online purchases at www.petfood.express within 1 year of issuance.   

All returns require a name and phone number. Returns without a receipt require a valid government-issued photo identification.  

Pet wash tokens are subject to the above policies.

We do accept returns on frozen items; however, due to health and safety regulations, these products cannot be resold—even if unopened—and will be discarded upon return. As a result, we strongly encourage customers to try the smallest available size if they are unsure whether a product will be suitable for their pet.

Refunds   

All refunds will be issued back to the customer's original form of tender (payment).   

  • Credit and debit card purchases will be credited to the same card used to make the purchase within 5-14 business days.   
  • Cash purchases will be refunded in cash.   
  • Purchases made with a gift card will be credited to a new gift card. 
  • Purchases made with a merchandise card will be credited to a new merchandise card. 

Pet Food Express Rewards points earned on the original purchase will be deducted from your account balance when the item is returned.

Exchanges  

Exchanges where the replacement item's retail price is less than the retail price of the original item will have the remaining balance credited to original form of payment if within 60 days and with a receipt or credited to a merchandise card if within 60 days and without a receipt.  

Customers will be responsible for paying the additional balance when the replacement item's retail price is more than the price you paid for the original item.  

Pet Food Express Rewards points earned on the original purchase will not be deducted from the account when the item is exchanged and/or credited to a merchandise card.

Price Adjustments 

We will gladly adjust the price on any full-price item you purchased that is marked down or otherwise discounted within 10 days after purchase. Bring your receipt to any Pet Food Express location, and we will refund the price difference to your original form of tender. 

Pet Food Express Rewards points earned on the original purchase will be deducted accordingly to reflect the price difference.

 Merchandise Cards 

Merchandise cards have no cash value and cannot be redeemed for cash and will expire one year from date of issuance. Merchandise cards may not be used to purchase gift cards. 

Pet Food Express Rewards Points cannot be earned on amounts paid with Merchandise Cards.

Gift Cards 

Unused gift cards are not returnable. Gift cards do not expire and should be treated as cash. Gift cards may be used for in-store and online purchases at www.petfood.express until the balance reaches zero. Gift cards may not be used to purchase another gift card. Unused gift card balances are not redeemable for cash unless the balance is $15 or less. 

 Additional Terms and Exceptions   

Pet Food Express reserves the right to verify proof of purchase and limit returns and exchanges at our discretion, including but not limited to suspected abuse, fraud, or other violation of our policies. Discontinued or discounted items marked as "Last Chance," "Final Sale," or similar, and bulk biscuit purchases are not eligible for return or exchange.  

Refunds or exchanges on sale or discontinued items will be refunded at the original purchase price with proof of purchase, or the item's lowest retail price in the last 60 days.  

Purchases made through third parties such as DoorDash, Instacart, and Uber Eats are not eligible for refund, but can be returned for a merchandise card or exchanged for the item's original Pet Food Express sale price. Returns or exchanges are not eligible for the price listed on the 3rd party receipt. Without a receipt, an exchange or merchandise card will be issued for the lowest price in the last 60 days. Third-party delivery service fees, shopper and driver gratuities, or related taxes are not refundable by Pet Food Express.

Amazon purchases are not eligible for a refund or exchange through Pet Food Express. For help with returns or refunds, please contact Amazon directly.

Pet Food Express Rewards Member purchases made under our Buy 3, Get the 4th Free (B3G4F) promotion receive a proportional discount applied across all four items in the group, based on the original price of the lowest-priced item. Returned items will be refunded at the discounted price paid or may be exchanged for another item of equal original value.

We honor manufacturers' coupons!  

Manufacturers' coupons can be stacked or otherwise combined with other Pet Food Express discounts or offers.  

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.

When making a purchase at any Pet Food Express retail location, let the sales associate know you would like to request a price match and provide your Pet Food Express Rewards ID number when prompted. Item must be available for you to purchase from Pet Food Express at the time of your request.

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 or installation
  • 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 of 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 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, returns, and exchanges are subject to this Policy, our Terms of Use and Privacy Policy, and Pet Food Express Rewards Terms. 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 proof of purchase, in which case the version of this Policy in effect at the time of your return will apply.  

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