Welcome to Pet Wants®.

These Terms & Conditions (“Terms”) govern your access to and use of the Pet Wants website, online store, mobile applications, and other online services that link to these Terms (collectively, the “Site”) and your purchase of products through the Site.

The Site is operated by Pet Wants Franchise System, LLC (“Pet Wants,” “we,” “us,” or “our”). By accessing or using the Site or purchasing products through the Site, you agree to these Terms. IF YOU DO NOT AGREE TO THESE TERMS, PLEASE DO NOT USE THE SITE.

These Terms incorporate our Privacy Policy, Return & Refund Policy, and any other policies or terms expressly incorporated into these Terms.  THESE TERMS INCLUDE A MANDATORY ARBITRATION OF DISPUTES PROVISION THAT REQUIRES THE USE OF ARBITRATION ON AN INDIVIDUL BASIS TO RESOLVE DISPUTES RATHER THAN A JURY TRIAL OR CLASS ACTION.

1. ELIGIBILITY AND ACCOUNTS

You must be at least 18 years old, or the age of majority in your jurisdiction, to create an account or enter into a purchase transaction through the Site.  If you create an account, you agree to provide accurate, current, and complete information and to keep that information updated. You are responsible for maintaining the confidentiality of your account credentials and for activities conducted through your account. Please notify us promptly if you believe your account or credentials have been compromised. We reserve the right to suspend or terminate an account that contains inaccurate information, is used unlawfully, violates these Terms, or otherwise presents a risk to Pet Wants or other users.

2. PRODUCTS, PRODUCT INFORMATION, AND AVAILABILITY

We attempt to accurately describe and display the products offered through the Site. However, product descriptions, photographs, colors, packaging, availability, and other information may occasionally vary from the actual product. Product availability may vary by location. We reserve the right to limit quantities, discontinue products, correct errors, or change product information at any time. Nothing on the Site constitutes a guarantee that a particular product will be available.

3. PRICES AND TAXES

Prices displayed on the Site are subject to change without notice. Applicable sales tax, delivery charges, and other charges will be disclosed at checkout when applicable.  Although we endeavor to provide accurate pricing, typographical or other errors may occur. If a product is listed at an incorrect price, we reserve the right to cancel the order or contact you regarding the correct price before fulfilling the order.

4. ORDERS AND PAYMENT

When you place an order, you are making an offer to purchase the selected products. Receipt of an order confirmation does not necessarily constitute acceptance of the order.  We reserve the right to accept, reject, or cancel an order for any lawful reason, including product availability, pricing errors, suspected fraud, payment problems, or shipping restrictions.  You authorize us or our payment processors to charge the payment method you provide for all amounts due in connection with your order.  Payment information is processed through third-party payment providers. Pet Wants does not intend to store complete payment-card information on its own systems except as permitted by applicable law and payment-processing requirements.

5. SHIPPING AND DELIVERY

Estimated delivery dates are provided for convenience and are not guaranteed unless expressly stated otherwise. Delivery times may be affected by product availability, weather, carrier delays, delivery location, holidays, operational issues, or other circumstances beyond our reasonable control. For orders delivered through a participating Pet Wants location or franchisee, delivery terms may vary by location. Additional delivery terms may be presented at checkout. You are responsible for providing an accurate delivery address and any necessary delivery instructions.

6. RETURNS AND REFUNDS

Unless otherwise stated for a particular product or location, eligible products may be returned within 30 days of purchase with a valid receipt or order confirmation for an exchange or refund to the original payment method. For health and safety reasons, opened or used pet food is generally not eligible for return. Additional restrictions may apply to certain products. Returns may be subject to applicable federal, state, and local law and to the return procedures of the Pet Wants location that fulfilled the purchase. 

7. AUTOSHIP AND RECURRING ORDERS

If Pet Wants offers an automatic replenishment, Autoship, subscription, or other recurring-order program, the specific terms applicable to that program will be presented before enrollment. Those terms will disclose the products or services covered, price or pricing methodology, billing frequency, cancellation procedures, and other material terms. You may cancel a recurring order using the cancellation method made available through the applicable program. We will not require you to use a materially more burdensome cancellation method than the method used to enroll, except where otherwise permitted by applicable law.

8. PROMOTIONS, COUPONS, AND DISCOUNTS

Promotions, discounts, coupons, loyalty benefits, and other offers are subject to their stated terms and may be limited by product, location, customer, quantity, or time period. Unless expressly stated otherwise, promotional offers may not be combined. Pet Wants reserves the right to correct errors, modify promotions, or discontinue an offer as permitted by law.

9. CUSTOMER REVIEWS AND USER CONTENT

If the Site permits you to submit reviews, photographs, comments, suggestions, or other content (“User Content”), you are responsible for your User Content.

You represent that:

you own or have the necessary rights to submit the User Content;

your User Content does not violate the law or another person's rights;

your User Content does not contain confidential or sensitive personal information that you do not have the right to disclose; and

your User Content does not contain malware, deceptive material, or unlawful advertising.

You grant Pet Wants and its designees a nonexclusive, worldwide, royalty-free license to use, reproduce, display, distribute, modify, and publish your User Content in connection with operating, promoting, and improving Pet Wants and its products and services. We may remove or refuse to publish User Content that we believe violates these Terms or is otherwise inappropriate. Pet Wants does not endorse or guarantee the accuracy of User Content submitted by customers.

10. INTELLECTUAL PROPERTY

The Site and its content—including trademarks, logos, photographs, graphics, text, product descriptions, software, design elements, and other materials—are owned by or licensed to Pet Wants and are protected by applicable intellectual-property laws. Except as expressly permitted by these Terms or applicable law, you may not reproduce, modify, distribute, publicly display, create derivative works from, sell, or commercially exploit Site content without our prior written permission.

Pet Wants® and its logos and trademarks are registered trademarks of Pet Wants Franchise System, LLC and each Pet Wants location is an independently owned and licensed user of those trademarks. Proprietary and confidential property of Pet Wants Franchise System, LLC are used under license. Nothing in these Terms grants you a license to use any Pet Wants trademark.

11. ACCEPTABLE USE

You agree not to:

use the Site for unlawful purposes;

interfere with or disrupt the Site or its servers;

attempt to gain unauthorized access to accounts, systems, or data;

introduce malware, viruses, or other harmful code;

use automated systems to access or collect information from the Site in violation of our instructions;

impersonate another person or entity;

submit fraudulent or misleading information;

infringe another person's intellectual-property, privacy, or other rights;

use the Site to transmit spam or unauthorized advertising; or

otherwise interfere with another person's use of the Site.

12. THIRD-PARTY SERVICES AND LINKS

The Site may contain links to websites, applications, payment services, delivery services, social-media platforms, or other services operated by third parties. Pet Wants does not control third-party services and is not responsible for their content, availability, security, privacy practices, or terms. Your use of third-party services may be subject to the third party's own terms and privacy policy.

13. PRIVACY

Our collection and use of personal information are described in our Privacy Policy. By using the Site, you acknowledge that you have had an opportunity to review our Privacy Policy. Nothing in these Terms is intended to modify rights that you may have under applicable privacy laws.

14. DISCLAIMERS

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE SITE AND ITS CONTENT ARE PROVIDED “AS IS” AND “AS AVAILABLE.”

PET WANTS DISCLAIMS WARRANTIES, EXPRESS OR IMPLIED, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT, EXCEPT TO THE EXTENT THAT SUCH WARRANTIES CANNOT LAWFULLY BE DISCLAIMED.

WE DO NOT WARRANT THAT THE SITE WILL ALWAYS BE AVAILABLE, UNINTERRUPTED, SECURE, OR ERROR-FREE.

NOTHING IN THESE TERMS DISCLAIMS ANY WARRANTY OR RIGHT THAT CANNOT LAWFULLY BE DISCLAIMED OR LIMITED.

15. LIMITATION OF LIABILITY

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, PET WANTS AND ITS FRANCHISEES, AFFILIATES, OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, AND SERVICE PROVIDERS WILL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES ARISING OUT OF OR RELATING TO THE SITE, PRODUCTS, SERVICES, OR THESE TERMS, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

TO THE MAXIMUM EXTENT PERMITTED BY LAW, PET WANTS'S TOTAL LIABILITY ARISING OUT OF OR RELATING TO THE SITE, THESE TERMS, OR A PURCHASE WILL NOT EXCEED THE GREATER OF (A) THE AMOUNT YOU PAID TO PET WANTS FOR THE TRANSACTION GIVING RISE TO THE CLAIM OR (B) $100.

These limitations do not apply to liability that cannot legally be limited or excluded.

Pet Wants will not be liable for any direct, indirect, punitive, incidental, or consequential damages arising out of or related to the use of any edible product purchased from a Pet Wants location. You agree that any product purchased should be used at your own risk and you should assess the risk individual to your pet before using any product with your pet. You should consult a veterinarian for potential medical issues that your pet may have with any product. You assume all liability for the treatment of your pet.

16. INDEMNIFICATION

To the extent permitted by applicable law, you agree to indemnify and hold harmless Pet Wants and its franchisees, affiliates, officers, directors, employees, agents, and service providers from third-party claims, damages, liabilities, costs, and reasonable attorneys' fees arising from or relating to:

your violation of these Terms;

your unlawful use of the Site;

your User Content; or

your infringement or violation of another person's rights.

17. SUSPENSION AND TERMINATION

We may suspend or terminate your access to the Site or your account if we reasonably believe that you have violated these Terms, engaged in fraudulent or unlawful activity, created a security risk, or otherwise misused the Site.  You may stop using the Site at any time.  Termination will not affect provisions that by their nature should survive termination, including provisions concerning intellectual property, disclaimers, limitations of liability, indemnification, dispute resolution, and applicable law.

18. CHANGES TO THESE TERMS

We may update these Terms from time to time. When we do, we will post the revised Terms and update the “Last Updated” date. Unless otherwise required by law, your continued use of the Site after revised Terms are posted constitutes acceptance of the revised Terms. If a material change requires affirmative consent under applicable law, we will obtain that consent.

19. GOVERNING LAW AND DISPUTES

These Terms are governed by the laws of the State of Ohio, without regard to conflict-of-law principles, except to the extent applicable law requires otherwise.  To the fullest extent permitted by law, any dispute arising out of or relating to these Terms, the Site, or a purchase shall be adjudicated in Hamilton County, Ohio and you consent to personal jurisdiction in Hamilton County, Ohio.  Nothing in these Terms prevents a consumer from exercising rights that cannot lawfully be waived or from bringing a claim in a forum required by applicable law.

20.  ARBITRATION AND CLASS-ACTION WAIVER

PLEASE READ THIS SECTION CAREFULLY. IT AFFECTS YOUR LEGAL RIGHTS, INCLUDING YOUR RIGHT TO HAVE A DISPUTE HEARD IN COURT AND YOUR RIGHT TO PARTICIPATE IN A CLASS ACTION.

A. Agreement to Arbitrate

Except as expressly provided below, you and Pet Wants agree that any dispute, claim, or controversy arising out of or relating to these Terms, the Site, any product or service purchased through the Site, or your relationship with Pet Wants, including any dispute concerning the formation, interpretation, enforceability, performance, breach, or termination of these Terms (collectively, a “Dispute”), will be resolved by individual, binding arbitration rather than in court. This arbitration agreement is governed by the Federal Arbitration Act (“FAA”), 9 U.S.C. §§ 1–16 and involves interstate commerce.

B. Informal Resolution Before Arbitration

Before initiating arbitration, you and Pet Wants agree to attempt in good faith to resolve the Dispute informally. The party seeking to pursue a Dispute must first provide the other party with a written notice describing:

the nature and basis of the Dispute;

the specific relief requested; and

the name and contact information of the person providing the notice.

Notice to Pet Wants must be sent by certified mail to:

Pet Wants Franchise System, LLC
4755 Lake Forest Drive, Suite 100
Cincinnati, Ohio 45242   

If you provide notice, Pet Wants may contact you using the contact information you provided with your notice or associated with your account or transaction. The parties will have 30 days after receipt of the notice to attempt to resolve the Dispute before either party may commence arbitration. This informal-resolution requirement is a condition precedent to initiating arbitration.

C. Individual Arbitration Only

To the fullest extent permitted by law, arbitration must be conducted on an individual basis only.

Neither you nor Pet Wants may:

participate in a class action, class arbitration, collective action, consolidated action, or representative action against the other;

assert claims as a member or representative of a class or collective;

seek relief on behalf of the general public or persons other than yourself; or

combine or consolidate your Dispute with the claims of any other person in arbitration, except as expressly permitted below.

The arbitrator may award relief only in favor of the individual party seeking relief and only to the extent necessary to resolve that party's individual claim.  YOU AND PET WANTS AGREE THAT EACH MAY BRING CLAIMS AGAINST THE OTHER ONLY IN AN INDIVIDUAL CAPACITY AND NOT AS A PLAINTIFF, CLASS MEMBER, REPRESENTATIVE, OR PARTICIPANT IN ANY CLASS, COLLECTIVE, CONSOLIDATED, OR REPRESENTATIVE PROCEEDING. This arbitration agreement will survive termination of your account, your relationship with Pet Wants, or your use of the Site.

D. Arbitration Administrator and Rules

Unless you and Pet Wants agree otherwise, arbitration will be administered by the American Arbitration Association (“AAA”) under its applicable consumer arbitration rules then in effect. The AAA's consumer arbitration rules are available through the AAA's website or by contacting the AAA. If the AAA's rules conflict with these Terms, these Terms will control to the extent permitted by applicable law. The arbitrator, and not any court, will have the authority to determine questions concerning the interpretation, applicability, enforceability, or formation of this arbitration agreement, including whether any Dispute is subject to arbitration, except that a court will determine whether the class-action waiver in is enforceable.

E. Arbitration Location and Procedure

The arbitration will be conducted in Hamilton County, Ohio unless you and Pet Wants agree otherwise, provided that the arbitrator may conduct the proceeding by telephone, videoconference, or other remote means when appropriate. The arbitrator may conduct proceedings based on written submissions, telephone or video hearings, or an in-person hearing, as appropriate to the nature and amount of the Dispute. The arbitrator will apply applicable substantive law consistent with the FAA and these Terms.  Each party will be responsible for its own attorneys' fees and costs.  

G. Arbitrator's Authority and Relief

The arbitrator may award any individual relief or individual remedies that would be available to you in a court of law under applicable law. The arbitrator may not award relief that would affect persons other than the individual party to the arbitration. The arbitrator's decision will be final and binding, except to the extent applicable law provides a right to review or appeal. Judgment on the arbitration award may be entered in any court having jurisdiction.

H. No Class or Representative Arbitration

If, notwithstanding Subsection 9(c), a court or arbitrator determines that any portion of the class-action waiver is unenforceable with respect to a particular claim or request for relief, then that claim or request for relief must proceed in court and not in arbitration, unless you and Pet Wants agree otherwise. To the extent permitted by law, no arbitration may proceed on a class, collective, consolidated, or representative basis.

J. Jury-Trial Waiver

To the extent that a Dispute is permitted to proceed in court rather than arbitration, you and Pet Wants each knowingly and voluntarily waive, to the fullest extent permitted by law, any right to a trial by jury. Nothing in this Section limits any right that cannot lawfully be waived.

K. Exceptions

Nothing in this arbitration agreement prevents either party from:

seeking temporary, preliminary, or emergency injunctive relief from a court when necessary to preserve the status quo or prevent immediate and irreparable harm;

bringing an individual claim in small claims court as permitted above; or

exercising any right or pursuing any remedy that applicable law prohibits the parties from waiving.

The pursuit of temporary or preliminary relief in court does not waive either party's right to require arbitration of the underlying Dispute.

21. SEVERABILITY

If any provision of these Terms is determined to be invalid or unenforceable, the remaining provisions will remain in effect, and the invalid provision will be enforced to the maximum extent permitted by law.

22. NO WAIVER

Our failure to enforce any provision of these Terms does not constitute a waiver of that provision or our right to enforce it later.

23. ENTIRE AGREEMENT

These Terms, together with policies and terms expressly incorporated by reference, constitute the agreement between you and Pet Wants concerning your use of the Site, except for additional terms that expressly apply to particular products, services, promotions, or programs.

Questions regarding these Terms may be directed to:

Pet Wants Franchise System, LLC
4755 Lake Forest Drive, Suite 100
Cincinnati, Ohio 45242

Last Updated: October 1st, 2026