Veterinary Formula Clinical Care Hot Spot & Itch Relief Conditioner for Dogs & Cats – 16 oz (Oatmeal)

Return Policy

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return. For Perla Store items, returns are only accepted for products that arrive damaged, defective, incorrectly shipped, or in a condition that is the fault of the seller.

To be eligible for a return, your item must be in the same condition that you received it — unused, with all original packaging, tags, manuals, parts, and accessories included. Items that show signs of use, installation, wear, assembly, or damage caused after delivery cannot be returned.

You will also need your receipt or proof of purchase.

To start a return, contact us at perlastore.ca@gmail.com
All approved returns must be sent to the following address:

Perla Store – Returns Department
2601 E 28th St, STE 005
Signal Hill, California
United States

If your return is accepted, you will receive a prepaid return shipping label (when applicable) along with detailed instructions on how and where to send your package.
Items sent back without first requesting a return will not be accepted.

You can always reach us at perlastore.ca@gmail.com for any return-related questions.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if your item is damaged, defective, incorrect, broken, missing parts, or arrives in poor condition. We will evaluate the issue and make it right.

For seller-caused issues (damaged, defective, incorrect), Perla Store will cover the return shipping cost.

Exceptions / Non-Returnable Items

The following items cannot be returned:

• Used or installed products
• Items showing signs of use, wear, dirt, or damage after delivery
• Perishable goods
• Products returned without original packaging, parts, manuals, or accessories
• Assembled furniture or products damaged during customer assembly
• Customized or personalized items
• Hazardous materials or flammable liquids
• Sale or clearance items
• Gift cards

If you are unsure about your item’s return eligibility, please contact us before sending it back.

Exchanges

Exchanges are only available for unused items that arrived damaged, defective, or incorrect. The fastest way to receive the item you want is to return the original (if eligible) and place a new order once your return is approved.

European Union 14-Day Cooling-Off Period

If your order is shipped into the European Union, you have 14 days to cancel or return the item for any reason. However, items must still be unused, in original condition, and in their original packaging with all included parts and accessories.

Refunds

Once we receive and inspect your return, we will notify you whether the refund was approved. If approved, your refund will be processed to your original payment method within 10 business days.

Please note that your bank or credit card provider may require additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at perlastore.ca@gmail.com

ORDER PROCESSING TIME

All orders are processed within 2–3 business days after payment confirmation. Orders placed on weekends or holidays will be processed on the next business day.

If there is any delay in preparing your order, we will notify you promptly by email.

SHIPPING TIME

Perla Store ships exclusively within Canada across all provinces and territories.

Standard delivery: Total delivery time is approximately 5 business days (2–3 business days processing plus delivery time).

Remote or northern regions: 6–10 business days due to distance, weather conditions, and limited carrier routes.

Deliveries to areas such as Yukon, Northwest Territories, Nunavut, and certain rural communities may take longer because of seasonal and logistical factors.

While we always aim for timely deliveries, once a package is handed over to the carrier, Perla Store is not responsible for carrier delays, service interruptions, or weather-related disruptions.

SHIPPING CONFIRMATION AND TRACKING

Once your order has shipped, you will receive a shipping confirmation email containing your tracking number and a link to track your shipment.

Tracking details typically become active within 24–48 hours after shipment.

SHIPPING RATES

Shipping within Canada is free on all orders.

Expedited or express delivery options may be available at checkout for an additional fee depending on your location.

ADDRESS ACCURACY

Please ensure your shipping address is complete and accurate before placing your order. Perla Store is not responsible for delays, lost shipments, or delivery issues caused by incorrect or incomplete address information.

DAMAGED OR LOST PACKAGES

If your order arrives damaged, please contact us immediately at perlastore.ca@gmail.com with clear photos of the package and its contents. We will review the situation and assist you as quickly as possible.

If your package is marked as “delivered” by the carrier but you have not received it, please first:

• Check with neighbors or building management
• Verify the shipping address used during checkout
• Contact your local delivery office

If the issue remains unresolved, please email us and we will help initiate a carrier inquiry or claim when applicable.

INTERNATIONAL SHIPPING

At this time, Perla Store ships only within Canada. International shipping options may become available in the future.

CONTACT

If you have any questions regarding shipping, please contact us at: perlastore.ca@gmail.com