Last updated: September 17, 2026
We want you to be satisfied with your purchase. This policy explains how returns and refunds work at proplanvetdirectmall.
Return window
You may return eligible items within 30 calendar days of delivery. This is a 30-day hassle-free return window.
Return conditions
To be eligible for a return, the item must be:
- Unused and in its original condition.
- In its original packaging, with all inserts, labels, and accessories included.
- If the item is defective or damaged, please contact us before returning it so we can confirm the issue and arrange the correct resolution.
Return shipping costs
Return shipping is free for eligible returns. We do not charge restocking fees, reset fees, or any other return-related fee.
Who pays for return shipping
- Defective or incorrect item: We cover return shipping and provide a prepaid return label.
- Remorse return (changed your mind, ordered by mistake, no longer needed): We also cover return shipping within the 30-day window. There is no restocking fee.
How to start a return
- Email info@proplanvetdirectmall.com with your order number and the item you wish to return.
- We will confirm your return eligibility and send you a prepaid return label by email.
- Pack the item securely in its original packaging.
- Attach the prepaid label and drop the package off with the carrier indicated on the label.
- Keep your drop-off receipt until your refund is confirmed.
Return address:
proplanvetdirectmall
5033 Nell St
Fort Worth, TX 76119
United States
Refund timing
Once your return arrives at our facility, we inspect it within 1–2 business days. If it meets the return conditions, we approve the refund and send you a confirmation email. The refund is issued to your original payment method. Depending on your bank or card issuer, it may take an additional 7–10 business days for the refund to appear on your statement.
Exchanges
We do not process direct exchanges. If you need a different item, please return the original item for a refund and place a new order. This is usually faster than waiting for an exchange to be processed.
Damaged or wrong item
If your order arrives damaged or you receive the wrong item, contact us within 30 calendar days of delivery. We will arrange a replacement or refund at no cost to you.