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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.

10 Day Puppy Guarantee

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:

1. Notify Pet Pros immediately.
2. Provide Pet Pros with a letter of diagnosis signed by the veterinarian. The body of the letter must include the puppy's breed, sex, and microchip ID number or Store ID number. DO NOT PROVIDE MEDICAL RECORDS, NOTES, PATIENT CHART, INVOICES, THE GUARANTEE, OR ANYTHING OTHER THAN A SIGNED VET LETTER.
3. Take your pet to one of the veterinarians listed on your purchase contract for treatment.

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.

1 Year Extended Guarantee

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:

1. 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. 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.

2. 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.

   • Claims for skeletal abnormalities such as hip dysplasia require x-rays.
   • Claims for demodectic mange require a positive skin scraping and a picture of the puppy.
   • Other claims may require other test results or a second opinion.

3. 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.

What Happens After Submitting The Documents

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. Pet Pros does its best to process credit claims as quickly as possible, but normally the entire credit process takes 3 to 6 weeks after all 3 of the above terms have been met. There is no requirement to return your original puppy, and once credit is issued, there is no longer any guarantee on him/her.

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.

Restrictions - What Is Not Covered

The following items do not qualify for credit:

• Slight heart murmurs (grade 1 or 2 of 6).
• Patella luxations which have not had surgery.
• Mild cases of Demodectic Mange where symptoms are cured with a few treatments.
• Minor hip changes on x-ray with clinically normal hips.

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".

Communicating With Pet Pros

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 help your claim in any way, and will probably delay the processing of your claim. 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.

You must also understand that you are not automatically entitled to a credit if you have a problem with your puppy. When you signed your purchase contract, you legally agreed to certain obligations in order to obtain a credit. You must meet these obligations if you want the credit. If you fail to meet these obligations within the time period agreed, Pet Pros has no obligation to issue a credit. If you still meet all 3 of your obligations under the contract, but not within the time period required, Pet Pros may still issue a credit (and usually does), but beware that it will take a significantly longer time to issue the credit and that Pet Pros is under no obligation to do so. The contract that you signed is the complete agreement and is not subject to any modifications, verbal or written.

You must communicate with Pet Pros in a cordial and polite manner at all times and Pet Pros will do the same. Failure to do so will put certain restrictions on the processing of your claim and will delay the processing of your claim. If you take any hostile action against Pet Pros, the processing of your claim will be put on hold until we completely handle and resolve those actions. Threatening to take hostile action against Pet Pros also will put a hold on your claim until such a time as we can determine whether such a hostile action has taken place. Any expenses incurred due to your actions will be deducted from the amount of your claim.

Contact Information

The employees in the retail store locations have no information about credits and they have no authority to handle 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. To prevent miscommunications and misunderstandings, we are required to conduct all communications in writing. Therefore, we cannot provide assistance by phone.

NOTICE: All documents (except for registration papers) may be sent electronically, either by e-mail or on a CD. Electronic documents must be in a portable, non-proprietary format. Acceptable file formats are: PDF, JPEG, TIFF, GIF, and PNG. Unacceptable file formats are: non-portable files, proprietary format files (DOC, XLS, PPT), any file which is not directly readable, or any file which requires custom software or any software installation.