Our Promise:
14-Day Health Guarantee
Every pet from Pet Center is health-checked before transfer. We stand behind every adoption and purchase with a written, enforceable guarantee.
Coverage Details
Our 14-day health guarantee begins on the date of delivery or in-person pickup. It covers serious pre-existing or congenital conditions that were not disclosed prior to the sale.
✓ Covered
- Serious infectious diseases (parvovirus, distemper, severe URI)
- Congenital defects present at time of sale
- Genetic disorders that substantially affect quality of life
- Untreated pre-sale conditions missed in health check
- Parasitic infestations not disclosed prior to sale
- Life-threatening cardiac or neurological conditions present at time of purchase
✗ Not Covered
- Normal adjustment behaviors (stress, hiding, mild appetite changes)
- Pre-existing conditions disclosed before sale
- Injuries or illness caused after handover
- Buyer negligence or improper care post-delivery
- Routine care costs (vaccines, deworming, check-ups)
- Behavioral or temperament issues
- Minor issues not substantially affecting quality of life
How to Make a Claim
Please follow these steps carefully. Claims submitted outside this process or after the 14-day window may not qualify.
Contact us before any major or expensive veterinary procedure. We can often work directly with the vet to coordinate faster treatment and may be able to pre-authorize costs, reducing delays and paperwork for you.
Guarantee Resolutions
Depending on the nature and severity of the issue, we offer the following resolutions. Our goal is always to find the outcome that's best for you and for the animal.
Option A — Veterinary Cost Reimbursement
We reimburse reasonable, documented veterinary costs related to a covered condition, up to the purchase/adoption price of the pet. Reimbursement is paid within 7 business days of claim approval.
Option B — Replacement
If the condition is severe and the pet cannot be reasonably treated, we will offer a replacement pet of equivalent type and value at no additional cost, subject to availability and at your discretion.
Option C — Refund
In cases where the covered condition is life-threatening or requires treatment exceeding the pet's value, we will provide a full refund of the purchase or adoption price. Refunds require return of the pet unless otherwise agreed.
Resolutions are determined on a case-by-case basis based on the vet diagnosis. We work fairly and transparently with every customer. No resolution option is automatically applied — we discuss each situation with you before proceeding.
Buyer Responsibilities
To keep the guarantee valid and ensure your new pet's health, we ask all buyers to:
- Schedule a wellness visit with your own veterinarian within 5 days of receiving your pet
- Continue all vaccinations and parasite prevention on the schedule provided in the health certificate
- Provide appropriate nutrition, shelter, socialization, and veterinary care from day one
- Keep all vet paperwork and receipts in a safe place throughout the guarantee period
- Contact Pet Center promptly — do not delay if you observe any health concerns
- Keep your pet separate from other household pets during the initial transition period (at least 7–14 days) to reduce stress and disease transmission risk
Failure to provide basic care or a vet wellness visit within a reasonable timeframe may affect the validity of a claim if it is determined that buyer care contributed to the health issue.
Vaccination & Health Records
Every pet leaves Pet Center with the following documentation:
- Veterinarian-issued health certificate (dated within 10 days of delivery for shipped pets)
- Vaccination record showing all age-appropriate vaccines administered
- Deworming and parasite treatment history
- Microchip registration number (where applicable)
- Breed information and approximate date of birth
- Any known medical history or pre-existing conditions (fully disclosed)
These documents are yours to keep. We recommend storing them securely and sharing them with your veterinarian at the first wellness visit.
If your health records are lost or damaged, contact us at support@petcenterco.com with your transaction ID. We retain copies of all health certificates and can reissue documentation within 5 business days.