Effective Date: October 15, 2026 Version: 1.0 Applies to: All Buyers who place an Order or maintain a subscription through the Platform.
Article 1: Introduction and Scope
1.1 This document states the Buyer's rights and obligations from the placement of an Order through delivery: how an Order is formed, the price the Buyer authorizes, how payment is made and applied, cancellation, delivery duties, subscriptions, and chargebacks.
1.2 Order formation and acceptance are governed by the Order Formation and Acceptance Policy, and payment is governed by the Payment Terms; this document states the Buyer's obligations under the same rules and incorporates the Order Formation and Acceptance Policy and the Payment Terms by reference.
1.3 If a provision of this document conflicts with the Terms of Use, this document controls for the subject it governs. If a provision of this document conflicts with the terms of a program in which the Buyer participates, the program terms control for that program. Policies and help pages explain this document; they do not amend it, and in any conflict this document prevails.
Article 2: Definitions
2.1 The definitions in the Terms of Use are incorporated into this document by reference and apply to this document. This article defines only the additional terms used in this document, in alphabetical order.
2.2 Authorized Total: the total stated at checkout for an Order, itemized as product subtotal, shipping, and sales tax, that the Buyer authorizes the Company to charge.
2.3 Delivery Date: the date delivery of a shipment is recorded by the carrier.
2.4 Delivery Promise: the delivery date or range stated at checkout for an Order.
Article 3: Placing an Order
3.1 A listing is an invitation and not an offer. The Buyer's completed checkout is an offer to purchase at the price stated in the listing and the Authorized Total. The Order is formed on acceptance as stated in the Order Formation and Acceptance Policy.
3.2 The Company or the Seller may decline an offer before acceptance for a lawful reason, including suspected fraud, a manifest pricing error, inability to fulfill, or removal of a Product for safety reasons. A declined offer creates no contract and no charge; an authorization taken for a declined offer shall be released and not captured.
3.3 A Seller may cancel an accepted Order only on a ground permitted by the Selling Terms of Service. An Order cancelled by the Seller shall be refunded in full under the Returns and Refunds Policy.
3.4 The Buyer shall review the Products, quantities, delivery address, and Authorized Total before authorizing payment, and shall correct an error before authorization. The Buyer shall retain the Order confirmation issued on payment; the confirmation and the listing as it appeared at the time of the Order are the record of the transaction.
Article 4: Price and Taxes
4.1 The price stated on the Product page at the time of the Order is the Product price for that Order, subject to clause 4.3. The Authorized Total is the ceiling for the Order: the Company shall not charge an amount above the Authorized Total without the Buyer's further consent, and a charge above the Authorized Total without consent shall be reversed on complaint to support@aapawz.com.
4.2 Sales tax is collected by the Company as marketplace facilitator where the law requires, as stated in the Marketplace Facilitator Tax Policy. The Buyer shall not compute or remit sales tax on a Platform purchase separately, and a Seller shall not add tax to an Order beyond the tax collected through the Platform.
4.3 Pricing, availability, and errors are governed by the Pricing, Availability and Errors Policy. If an Order is cancelled because of a manifest pricing error, the Buyer shall receive a full refund under the Returns and Refunds Policy. The Buyer has no right to compel a sale at an erroneous price, and an attempt to exploit a manifest error, including by volume purchasing or automation, is a violation of this document.
4.4 Promotional offers and loyalty benefits apply as stated in the Promotional Offers Terms and the Loyalty Program Terms. The price charged is determined from the Product record at checkout; a price supplied by the Buyer's device or browser has no effect on the amount charged. Use of a promotion through more than one Account in violation of the Buyer Accounts document is a violation of this document.
Article 5: Payment
5.1 The Buyer shall pay the Company through the checkout provided on the Platform. For a Third-Party Sale, the Company collects payment as the Seller's limited payment collection agent under the Selling Terms of Service, and the Buyer's payment obligation to the Seller is satisfied and extinguished when the Company receives the funds, as stated in the Buyer Terms of Use. For a First-Party Sale, the Company is the seller and the payee.
5.2 Payment processing is performed by the Company's payment processor. The Company does not store a Buyer's full payment card number. The accepted payment methods are those stated at checkout; removal of a method does not affect an Order already paid by that method.
5.3 An Order for which payment is not confirmed is not a paid Order and creates no obligation to fulfill. If a payment fails after acceptance, including by reversal of an authorization, the Company may retry the payment method stated in the Account, request an alternative method from the Buyer, or cancel the Order. A pattern of failed payments is a ground for a temporary ordering restriction under the Buyer Account Policy.
5.4 Gift cards and store credit apply to an Order as stated in the Gift Card Terms. Where checkout permits more than one payment method for an Order, each method is authorized separately, and a refund is allocated to the methods used as stated in the Returns and Refunds Policy.
Article 6: Cancellation by the Buyer
6.1 The Buyer may cancel an Order without penalty at any time before shipment, through the Account or by notice to support@aapawz.com. No restocking fee or cancellation charge applies to a cancellation before shipment.
6.2 After shipment, an Order shall not be cancelled. A Buyer who does not wish to retain a shipped Product shall use the return process in the Buyer Returns and Refunds Policy.
6.3 A cancelled Order shall be refunded in full to the original payment method under the Returns and Refunds Policy.
6.4 A pattern of placing and cancelling Orders to manipulate inventory, pricing, or a promotion is a violation of this document.
Article 7: Fulfillment and Delivery Duties
7.1 Shipping and delivery are governed by the Shipping and Delivery Policy, which states the platform rule for the Delivery Promise, tracking, and split shipments; this article states the duties the Buyer bears under that rule. Products in one Order may ship in separate shipments from different locations, each with separate tracking stated in the Account.
7.2 The Buyer shall provide a complete and accurate delivery address and shall monitor tracking for each shipment. Risk of loss passes to the Buyer on the Delivery Date. Loss or damage in transit before delivery is borne by the seller.
7.3 A Buyer who receives a damaged shipment shall preserve the packaging and shall photograph the damage promptly. Contemporaneous photographs are evidence in a return under the Buyer Returns and Refunds Policy and in an escalation under the Buyer Dispute and Escalation Policy.
7.4 If the Delivery Promise expires without delivery, the Buyer may claim a refund under the Returns and Refunds Policy or escalate under the Buyer Dispute and Escalation Policy. The Buyer shall not pursue both a chargeback and an escalation for the same amount at the same time; clause 9.2 governs a chargeback.
7.5 Delivery to an address the Buyer provided inaccurately, or failure to collect a parcel held by the carrier for pickup, does not oblige the seller to reship at the seller's expense. Redelivery in those circumstances is at the Buyer's cost unless the seller agrees otherwise in writing.
Article 8: Subscriptions
8.1 The Platform offers subscription programs stated at enrollment, including a shipping membership and a grooming membership. No recurring shipment of Products is offered under this document; a one-time reorder is placed as a new Order. Program terms for a subscription, including reshipment terms where a program offers them, are stated in the Reship Subscription Terms and in the enrollment terms for the program.
8.2 A Buyer is enrolled in a subscription only by the Buyer's affirmative act of enrollment for that program. Before enrollment, the enrollment statement shall disclose the amount billed in each period, the billing frequency, the terms of any trial period and the consequence of its expiry, the method of cancellation, and the place where the subscription is managed. Enrollment through a pre-selected control, or enrollment combined with a one-time purchase without a distinct consent, does not create a subscription.
8.3 The Buyer may pause, resume, change, or cancel a subscription in the customer portal. Cancellation takes effect at the end of the current billing period; benefits continue through the period paid for, and no partial-period refund is payable except where the program terms state one. A change of plan takes effect and is billed from the next billing period at the price stated for the new plan in the program record; the current period is not repriced.
8.4 Cancellation shall be available through the same portal in which enrollment occurred and shall not require a telephone call or a separate written request. The Company shall not accelerate billing, shorten a paid period, or impose a charge at cancellation that was not disclosed at enrollment. A charge outside the disclosed amount and frequency shall be reversed on complaint to support@aapawz.com.
8.5 If a subscription was created without the consent and disclosure required by clause 8.2, the subscription is void, the Company shall cancel it, and the Company shall refund all recurring charges under it in full.
8.6 A failed subscription payment may be retried as stated in the program terms. A subscription that remains unpaid after notice may be paused or cancelled. Benefits continue through the period paid for.
Article 9: Chargebacks
9.1 A chargeback is a process of the card network and is governed by the Chargeback Policy. A chargeback is not an escalation under the Buyer Dispute and Escalation Policy and does not enlarge the Buyer's rights under this document.
9.2 Filing a chargeback suspends any escalation or refund process for the same Order while the network process is pending, except where the Company determines that the chargeback was filed in error and the Buyer withdraws it.
9.3 Chargeback abuse, as defined in the Buyer Terms of Use, is a violation of this document and a ground for a measure under the Buyer Account Policy, including termination of the Account. If a network decision and a refund both result in payment to the Buyer for the same amount, the Buyer shall repay the duplicate amount to the Company on demand, and the Buyer remains obliged to return a Product for which a full refund has been given as stated in the Buyer Returns and Refunds Policy.
Article 10: Restricted and Prohibited Products: Buyer Obligations
10.1 Categories of Products that are prohibited or restricted on the Platform are stated in the Prohibited and Restricted Products Policy. This article states the Buyer's obligations under that rule.
10.2 The Buyer shall not purchase or attempt to purchase a prohibited Product. An Order for a prohibited Product shall be cancelled on detection and refunded; a repeated attempt is a violation of this document.
10.3 A prescription Product requires a valid prescription and, where the law of the patient's state requires, a veterinarian-client-patient relationship established as that law permits, as stated in the Prescription Products Policy. An Order for a prescription Product without the required prescription or relationship shall be cancelled and refunded and shall not be fulfilled. The Buyer shall not misrepresent the existence of a prescription or of such a relationship; a misrepresentation is a violation of this document.
10.4 A Buyer who receives a pesticide or flea and tick Product without the registration disclosures required by the Prohibited and Restricted Products Policy may treat the Product as not as described under the Buyer Returns and Refunds Policy and shall report the Product to support@aapawz.com.
10.5 Live animal sales, where offered, are governed by the Live Animal Policy. A live animal that arrives in distress or outside the health terms stated for the sale shall be treated as damaged on arrival under the Buyer Returns and Refunds Policy, and the Buyer may escalate directly to the Company under the Buyer Dispute and Escalation Policy without first completing the Seller contact period stated in that document.
10.6 A recalled Product is returnable at any time at the Buyer's election under the Product Recall Policy and the Returns and Refunds Policy; the ordinary return period does not apply to a recall. A Buyer who learns of a recall of a Product purchased through the Platform shall stop using the Product and shall contact support@aapawz.com for the return instructions for that recall.
10.7 The law of the Buyer's jurisdiction governs possession of a Product in that jurisdiction. Where the Platform identifies a restriction at checkout, the Order shall be blocked; where no block applies, the responsibility for lawful possession remains with the Buyer.
Article 11: Fees
11.1 No fee is payable by the Buyer under this document except the Authorized Total for an Order and a subscription amount disclosed at enrollment under Article 8. No other charge of any kind is payable, and the Company shall not impose a fee that the checkout statement or the program terms do not state.
Article 12: Liability
12.1 To the fullest extent permitted by law, neither party is liable to the other for indirect, incidental, special, punitive, or consequential damages, or for lost profits, lost revenue, or loss of goodwill, arising out of or relating to this document, even if the party has been advised of the possibility of those damages.
12.2 To the fullest extent permitted by law, the Company's total liability arising out of or relating to this document shall not exceed the greater of (a) the amounts the Buyer paid for the Order giving rise to the claim, or (b) one hundred dollars ($100).
12.3 This article does not limit (a) a party's indemnification obligations under this document; (b) liability for fraud or willful misconduct; (c) amounts the Buyer owes for Orders, fees, chargebacks, or refunds under this document; or (d) liability that cannot be limited under applicable law.
12.4 The parties agree that this article allocates risk between them, that it is an essential part of the basis of their bargain, and that it applies even if a limited remedy fails of its essential purpose.
Article 13: Indemnification
13.1 The Buyer shall indemnify, defend, and hold harmless the Company and its members, managers, employees, and agents from and against every claim, demand, action, loss, liability, judgment, settlement, cost, and expense (including reasonable attorneys' fees) arising out of or relating to: (a) the Buyer's breach of this document; (b) the Buyer's User Content; (c) the Buyer's misuse of the Platform in connection with an Order or a payment; and (d) the Buyer's violation of any law or of the rights of any person.
13.2 The Company shall give prompt written notice of a claim under this article. The Buyer shall control the defense with counsel reasonably acceptable to the Company. The Company may participate in the defense at its own expense. The Buyer shall not settle a claim in a manner that imposes any obligation or restriction on the Company, or that does not release the Company fully, without the Company's prior written consent.
13.3 This article survives the termination of this document.
Article 14: Enforcement and Appeals
14.1 The Company may investigate any suspected violation of this document. The Buyer shall cooperate with an investigation and shall produce the records this document requires the Buyer to keep.
14.2 If the Company determines that the Buyer has violated this document, the Company shall give written notice stating the provision violated and the facts relied on, except where notice would compromise an investigation of fraud, a safety risk, or a legal obligation.
14.3 Where a violation is capable of cure, the Buyer has ten (10) business days from notice to cure it and to confirm the cure in writing. No cure period applies to fraud, counterfeiting, a risk to the safety of a person or an animal, unlawful conduct, or a violation that by its nature cannot be cured.
14.4 If a violation is established and is not cured within the period allowed, the Company may, proportionate to the violation: (a) issue a written warning; (b) remove or suppress the Buyer's User Content; (c) cancel an Order or a booking; (d) suspend the Account or a program participation, in whole or in part; (e) terminate this document and the Account; and (f) exercise any other right or remedy available under this document or at law.
14.5 The Buyer may appeal a measure under this article by written notice to legal@aapawz.com within thirty (30) days of the measure, stating the grounds and attaching the records relied on. The appeal is decided by a person who did not make the original decision. The Company's decision on appeal is final. A measure remains in effect during an appeal unless the Company directs otherwise in writing.
14.6 The Company's delay in acting on a violation is not a waiver of the violation or of any later violation of the same kind.
Article 15: Term and Termination
15.1 This document takes effect when the Buyer places an Order or enrolls in a subscription and continues until terminated under this article.
15.2 The Company may terminate this document and the Account on thirty (30) days' written notice for any reason, and immediately on written notice if the Buyer materially breaches this document, engages in fraud, or becomes ineligible to participate.
15.3 The Buyer may terminate this document on thirty (30) days' written notice to support@aapawz.com, provided the Buyer has no Order, booking, or investigation outstanding.
15.4 On termination: (a) the rights granted under this document end; (b) obligations that arose before termination: including payment, refund, chargeback, record-keeping, and indemnification obligations: survive until satisfied; and (c) the Company shall disburse amounts owed, less amounts the Company may set off under this document, within thirty (30) days, except amounts held in connection with an open investigation or dispute.
15.5 The Definitions, Fees (for accrued amounts), Liability, Indemnification, Enforcement and Appeals (for measures taken before termination), Dispute Resolution, and General Provisions articles survive termination.
Article 16: Dispute Resolution
16.1 Any dispute arising out of or relating to this document, or to the relationship it governs, is governed by the Dispute Resolution Policy, which is incorporated into this document by reference. An escalation concerning an Order is handled under the Buyer Dispute and Escalation Policy and is not a legal proceeding under this article.
Article 17: General Provisions
17.1 The Company may amend this document by posting the amended document in the Document Center and giving notice to the Buyer at the email address in the Account. An amendment that materially increases the Buyer's fees or obligations takes effect thirty (30) days after notice; other amendments take effect on posting. Continued use of the Platform after the effective date of an amendment is acceptance of it. If the Buyer does not accept an amendment, the Buyer's remedy is to terminate under the Term and Termination article before the amendment takes effect.
17.2 Legal notices under this document shall be sent to legal@aapawz.com. Operational notices and all other communications shall be sent to support@aapawz.com. A notice to the Company is effective when the Company acknowledges receipt or, for email, one business day after sending, whichever is earlier. Notices to the Buyer are effective when sent to the email address in the Account or posted to the Account's notice facility in the portal, whichever occurs first. The Buyer shall keep the email address in the Account current. Notices under the DMCA and Copyright Policy are given as provided in that policy, to the designated agent at legal@aapawz.com.
17.3 This document is governed by the laws of the State of Tennessee, without regard to its conflict-of-laws rules. Subject to the Dispute Resolution Policy, any proceeding arising out of this document shall be brought in the state or federal courts located in Shelby County, Tennessee, and the parties consent to personal jurisdiction there.
17.4 If any provision of this document is held unenforceable, the provision shall be enforced to the fullest extent permitted, and the remaining provisions continue in full effect.
17.5 This document, together with the documents it incorporates by reference, is the entire agreement between the Company and the Buyer for the subject it governs and supersedes every prior or contemporaneous statement, communication, or agreement on that subject, whether written or oral.
17.6 The Buyer shall not assign this document or any right or obligation under it without the Company's prior written consent, and an assignment without consent is void. The Company may assign this document to an affiliate or in connection with a sale of all or part of its business, on notice to the Buyer.
17.7 A waiver of any provision of this document is effective only in writing and only for the instance stated. No waiver is a waiver of any other provision or instance.
17.8 Headings are for convenience only. "Including" means "including without limitation." This document shall not be construed against a party on the ground that the party prepared this document. The English-language text controls over any translation.
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