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At Pet Pros we strive to have the healthiest, happiest puppies available. Even with all of our precautions, sometimes puppies have problems.
If, within 10 days from the date of purchase, a veterinarian determines that your puppy has a health problem that requires further veterinary care, you MUST:
These are the terms of your purchase contract. If you follow these 3 requirements, your pet will receive the best care possible, and at no cost to you in most cases. However, if you choose to go to a vet other than one of the vets listed on the purchase contract, you assume full responsibility for the health of your puppy, and you assume all responsibility for any expenses you incur. Pet Pros will not reimburse you for any of these expenses.
If, within 1 year from the date of purchase, your puppy is diagnosed with a congenital or hereditary disorder that prevents him from leading a normal life as a pet, you may apply for a credit towards a replacement puppy by following this procedure. This guarantee is valid for, and credit is available to the original buyer only and is not transferable.
In order to apply for credit you must provide the following 3 items within 14 days of the diagnosis:
Mail, fax, or e-mail a Veterinary letter of diagnosis signed by your vet to the Pet Pros credit department using the contact information at the bottom of this page. For positive identification, the veterinarian must scan the puppy and include the breed, sex, and microchip number in the body of the vet letter. If you write this information on the letter by hand afterwards, we may request a new letter. Letters which do not include this required identifying information may not be accepted. Note that a receipt or an invoice is not an acceptable substitute for the signed letter of diagnosis from your veterinarian. The vet letter must contain a definite diagnosis of a condition that prevents the puppy from leading a normal life as a pet. If sending by fax a cover sheet is not needed. DO NOT SEND MEDICAL RECORDS, NOTES, INVOICES, THE GUARANTEE, OR ANYTHING OTHER THAN A SIGNED VET LETTER AND TEST RESULTS.
Provide supporting documents (x-rays, test results, etc.) if required. Please reference the puppy's Store ID number, or the microchip number, on all documents. Use the contact information at the bottom of this page for sending the documents.
Return any registration papers or applications to Pet Pros. Please do not confuse the pedigree or the "Pet Recovery Service Enrollment Form" (microchip enrollment form) with registration papers. The registration papers must be returned, not the pedigree or the microchip enrollment form. If you have already received your registration certificate, it must be signed and returned to Pet Pros. Mail the papers to the address at the bottom of this page. Credit cannot be issued if the original registration papers are not returned.
All credit requests will be reviewed by our attending Veterinarian. When approved, you will be sent a certificate confirming the amount of your credit. Bring this certificate into any Pet Pros to use as credit toward the purchase of a new puppy. The Pet Pros Guarantee provides for credit towards a new puppy only. It does not allow for cash refunds, or for payment or reimbursement of any vet expenses. The entire credit process can take 3 to 6 weeks after all 3 of the above terms have been met.
By contacting Pet Pros about a congenital or hereditary problem with your pet, you automatically start the credit process and you forfeit any right to the registration papers. If you contact Pet Pros and start the credit process before your registration papers have been sent to you, then they will never be sent to you. You are responsible for providing the signed vet letter and any supporting documents necessary. Any expense incurred in providing these documents is your responsibility.
The following items do not qualify for credit:
Pet Pros reserves the right to extend the guarantee to two years in situations where a condition has the potential to prevent a puppy from leading a normal life as a pet. Pet Pros must be notified of such a condition within one year of the date of purchase.
The Pet Pros guarantee does not cover, and Pet Pros does not pay for, vet expenses after you have received the animal, hygromas, cherry eyes, or hypoglycemia related expenses or deaths.
For English Bulldogs, the Puppy Guarantee and the One Year Guarantee only covers hearts, megaesophagus, and demodectic mange. Other than these 3 items, English Bulldogs are sold "as is".
We understand that having a problem with your puppy can be an emotional experience. However, some people go overboard and complain to newspapers, government agencies, etc., without allowing Pet Pros to resolve their problem. Unfortunately, they do this instead of following the required procedure which would resolve their problem much more effectively and a lot sooner. While you are free to do so, be aware that contacting any of these agencies will not affect Pet Pros in any way. Pet Pros is the higest quality pet store with the healthiest pets in Nevada, and we have a very liberal credit policy which goes over and above what the law requires. Since we have been in business for many, many years, any agency you may choose to contact already knows this. If you do choose to take any of these type of actions, Pet Pros will deal with them in the regular course of business, and they will be completely handled before processing your credit.
Credits are handled by the corporate office only, so the retail stores cannot help you with information about credits. The following address and phone numbers should be used for all correspondence regarding credits, regardless of which Pet Pros location you purchased your puppy. We do not have the ability to provide assistance by phone.
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PET PROS - CREDITS 1000 N Green Valley Pkwy #440-360 Henderson NV 89074-6170 |
Fax: 702-926-9615 E-mail: Papers@PetProsLV.com |
If sending electronic documents, please send portable formats only (PDF, JPEG, TIFF, GIF, PNG).
| Boulevard Mall 702-737-3300 Rainbow 702-658-7750 Stephanie 702-436-7900 Eastern 702-798-7387 |
