Refund & Return Policy

      At Shelters United, we strive to ensure your complete satisfaction with every purchase. We understand that occasionally situations arise where you may need to return a product. Please review our return policy carefully to facilitate a smooth return process. 

      Please inspect all deliveries immediately upon receipt.  You must notify Shelters United within 48 hours (2 business days) of receipt of order if there are errors or damaged product.

      For Aurora Products:

      1. If your order arrives damaged due to shipping, please notify us within 2 business days of receipt.
      2. Return Timeframe:  Returns for any other reason must be initiated within 30 days of purchase
      3. Notification of both Errors / Damages and Return Requests can be made by emailing marketplace@sheltersunited.com; providing the following details:
        • Order Number
        • Product
        • Reason for return
        • Item number
        • Quantity
        • Lot number
        • Expiration date
        • Name
        • Organization Name
        • Email Address
        • Best Daytime Phone Number
      4. Condition of Returned Products: Products must be returned in good condition to qualify for a full refund. An item in good condition should meet the following criteria:
      • Unused: The product should not have been used or altered in any way that affects its functionality or appearance. It should be in the same condition as when it was received.
      • Original Packaging: Whenever possible, the item should be returned in its original packaging or with all original accessories and documentation.
      • No Damage: There should be no signs of damage, wear, tear, or usage beyond what is necessary to inspect the item. This includes scratches, dents, stains, or any other physical damage.
      • Cleanliness: The product should be clean and free from dirt, dust, or any other substances that weren’t present when it was initially received.
      • Tags and Labels: Any tags, labels, or stickers that were originally attached to the product should still be in place.
      • Functionality: The item should be in working condition, with no functional defects or issues.

      For returns meeting the conditions outlined in this policy, refunds will be issued as follows:

      • 100% refund for returns within 30 days of purchase and in good condition. A 20% restocking fee will apply to all returns not in good condition.
        • 80% credit for returns of expired products within 90 days of expiration date
      1. Return Authorization (RA) Number: Upon receipt of your return request, we will provide you with a Return Authorization (RA) number. This number must be clearly marked on the outside of the return package.
      2. Return Shipping: We will provide call tags or shipping labels only for returns related to errors or damages reported within 3 business days after delivery. Otherwise, customers are responsible for return shipping costs.   All returns must be sent to the following address: Veterinary Provisions 1700 Cannon Rd. Northfield, MN 55057
      3. Refunds will be processed promptly upon receipt and inspection of the returned products. Please note that Shelters United and Veterinary Provisions reserves the right to refuse returns or apply additional charges if the return does not comply with policy.

      For All Other Products:

      Returns will be accepted due to manufacturer defect or shipping damages ONLY.  All returns must have prior authorization.

      1. If your order arrives damaged due to shipping, please notify us within 2 business days of receipt. We will arrange for a replacement or refund, as appropriate, and handle any necessary claims with the shipping carrier. 
      2. Products found to have manufacturer defects are eligible for return or exchange. Please notify us within 2 business days of receipt if you identify any such defects.  We are unable to accept returns solely due to expiration dates. It is the responsibility of the customer to ensure the timely use of products before their expiration date.
      3. Notification of both Errors / Damages and Manufacturer Defect can be made by emailing marketplace@sheltersunited.com providing the following details:
        • Order Number
        • Product
        • Reason for return
        • Item number
        • Quantity
        • Lot number
        • Expiration date
        • Name
        • Organization Name
        • Email Address
        • Best Daytime Phone Number
      4. In some cases, we may require the return of the product for inspection or verification purposes. This ensures that we can accurately assess the issue and provide an appropriate resolution.
      5. Return Authorization (RA) Number: Upon receipt of your return request, we will provide you with a Return Authorization (RA) number. This number must be clearly marked on the outside of the return package.

      For any further inquiries or assistance regarding returns, please contact us at marketplace@sheltersunited.com.

      Many of the products currently offered in the Marketplace are available in a limited geography at this time due to distribution constraints. Please provide your zip code to see what products are available near you.

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