FREQUENTLY ASKED QUESTIONS

WHAT IS YOUR RETURN POLICY?

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Returns, exchanges and refunds are accepted within 30 days of the original purchase date when accompanied by the original sales receipt, unless otherwise outlined or defined below:

  • Unopened products may be returned with the original sales receipt, opened products are subject to manufacturer policy - No Exceptions.

  • Opened food cans, frozen food/meat, freeze-dried items, vaccines, supplements, special order items, clearance items, discontinued items & chain/cable/rope sold by the foot cannot be returned or exchanged - All Sales Final.

  • If no manufacturer policy, we will return the item for store credit, as long as it is in “like-new” condition - Item and Packaging Must be “Like-New”

  • If you do not have a receipt, yet meet all the requirements, our team Leads can determine if your item may be exchanged for store credit.

ABOUT OUR “WOOF IT DOWN” PET FOOD GUARANTEE

  • If your pet does not like their dry food kibble, you may return the unused portion (as long as there is at least ½ of the product remaining) for store credit, within 10 days of the original purchase date, when accompanied by the original sales receipt.

  • “Woof it Down” does not apply to treats, supplements, frozen food/meat, freeze-dried or canned products.

Do you have a loyalty / rewards program?

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Yes! Through Astro Loyalty, many of the brands we carry offer digital frequent buyer programs. Think of it as a virtual punch card! Every eligible purchase gets you one step closer to a free product. There's no card to keep track of, and our team can help you sign up to make sure you're getting the most out of the rewards available for your pet's favorite foods, treats, supplements and more.

Signing up is free and only takes a minute! By giving us your name and phone number, we are able to then track your purchases and help guide your way to a free product.

Please note that Astro Loyalty is a brand-participation rewards program. Eligibility is determined by participating manufacturers, and not all products or brands may be included. Cold Spot for Healthy Pets does not set or modify program participation.

can your staff help me with product recommendations for my pet & situation?

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Absolutely! Our staff undergoes ongoing training across the brands we carry, product knowledge, and nutritional guidance to ensure we can provide informed, personalized recommendations. Whether you're selecting a new food, addressing a dietary concern, or looking for enrichment options, our team is here to help you make confident choices for your pet.

Please note that we here to help guide you through nutrition and product options based on our training and experience, but we are not veterinarians. For any medical concerns, illnesses, or urgent health questions, we always recommend reaching out to your vet for professional medical advice.

How can I contact you?

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For any questions or assistance, please contact us at (907) 457-8555 during store hours. If you call after hours, feel free to leave a message and a member of our team will follow up with you as soon as possible. We appreciate the opportunity to support you and your pets.

I am not in fairbanks, do you ship?

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Yes, we do! Our Mail Order Department is available Monday through Friday to help with phone orders, packaging, and shipping products worldwide. Give us a call at (907) 456-0684 and one of our team members will be happy to assist you with placing an order or answering any shipping questions.

You can also visit our homepage for more details on shipping, handling, and department hours.