grand lake all about pets​

grand lake all about pets

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Rx diets + veterinary authorization

All veterinary diets must be purchased under the name of the owner or authorized representative in our system. 

Some of the prescription diets and supplements in our store require advance authorization from your pet's veterinarian prior to purchase.


You may bring in a valid written prescription, or our team can call your prescribing veterinarian's office to verify your authorization over the phone.  Once a prescription has been verified the first time, we'll keep a record of it on file, so you won't need to repeat the process every time you purchase unless the prescription expires or your pet changes to a new diet.

 
Diets that should be recommended by a veterinarian (for very specific medical needs):
  • Hills c/d, Purina UR
  • Hills k/d, Purina NF 
  • Hills z/d, Purina HA
  • Hills i/d Low Fat, Purina EN Low Fat 
 Diets that MUST be previously authorized by a veterinarian (and verified by our team):  
  • Hills Prescription U/d
  • Hills Prescription R/d
  • Hills Prescription S/d
  • Hills Prescription Y/d
  • Hills Prescription L/d
  • Hills Prescription H/d
  • Royal Canin Veterinary Diets (all)
 
returns + exchanges 

We accept returns within 14 days of the original purchase date on all new, unused items in resellable condition. All original packaging must be intact (including attached tags), and items must be completely free of any wear, tear, or contamination. ​If an item is defective in any way, please contact the manufacturer directly for further assistance!

  • "Resellable condition" is determined at the sole discretion of the store. We reserve the right to refuse returns on an individual basis.

  • Diets and treats made by Hills, Royal Canin, or Purina are guaranteed by the manufacturer, and may be returned at any time, for any reason. 

  • All returns must be accompanied by the original sales receipt. If the original transaction was made under your name and email address, our team can look up your receipt for you. We very strongly recommend all purchases be made under your name. Multiple individuals in the same household/etc can be grouped together.

  • Exchanges for different products can be processed in a single transaction. Customers are responsible for any difference owed.

  • Please note that all refunds will be granted as store credit in the form o​f a gift card.
 
phone orders + curbside pickup
 
We now offer curbside pickup for when you're on the go, or parked a little too far away to carry heavy bags and cans back to your car comfortably. 

Just pop in the store to pay for your items, or give us a call and let us know what you need - we're happy to accept credit card payments over the phone.  We'll have everything packed up and ready when you pull your car around for pickup.  As that day's staffing allows, we can often help carry your order out!

If you purchase over the phone frequently, our system has the ability to securely store your billing information (details will not be visible to staff).  If you would like to set up this feature, please come into the store with the physical card in your name, and a valid form of legal ID.

*Please note that phone orders are limited to our stock on hand.  If you'd like larger quantities than we have available at that time, we're happy to order more and give you a call as soon as it arrives!  We work very hard to keep our shelves stocked every week, however we recommend calling a few days ahead to allow us to best accommodate particularly large orders.  Please see the following section on Special Orders. 

special orders + product requests
 
Need a different size or color of something we already carry?  Most variations of products we already stock can be special ordered for you!  Have a suggestion for an item we don't currently carry, but you'd love us to stock?  We'll be happy to do some research and try to accommodate your request!

Let us know what you're looking for, as well as your name, phone number, and/or email address.  A member of our team will follow up ASAP to let you know when your item has arrived, or what options might be available to order.  Please note that some special orders require advance purchase - this can be done in store, or over the phone.

Whether you need an uncommon prescription diet you don't see on the shelf, or just want to buy in larger sizes or quantities - just let us know in advance!  We're always more than happy to order large bags of food or multiple cases of cans and hold them aside to ensure we meet your needs when you come in.  If you have a somewhat regular schedule (for example, you need three cases of a specific diet every two weeks), we're also happy to set up a standing order for you.

​We can always order any product currently available from Hills and Royal Canin, as well as any Purina veterinary diet.  For Hills products, requests placed before noon on Thursdays will arrive by the following afternoon. Royal Canin and Purina orders are generally placed on Tuesday mornings before 10:00am. Royal Canin will generally arrive within 48 hours, while Purina may take up to a week.
 
coupons + discounts

We accept original manufacturer's coupons within the exact parameters set by said coupon, including specific product requirements, minimum purchase amounts, and expiration dates. 

  • Coupons cannot be redeemed for transactions that do not meet the exact requirements listed on the coupon, or retroactively applied to previous purchases.

  • Sorry, we cannot accept photocopies of coupons, as these are not considered valid by the manufacturer. 

  • Coupons are generally limited to one transaction, per customer, per day, and must be surrendered at the time of redemption.

While we apologize for any confusion or inconvenience, we do reserve the right to decline coupons that are deemed invalid by the terms communicated to us by the manufacturer.

Please note that our store is not currently partnered with any third-party services, and any coupons provided by such services may not be genuine. Unfortunately, we cannot accept invalid third-party coupons.


Weekdays 9:00a - 7:00p • Saturday 9:00a - 6:00p • Closed on Sunday

(510) 879-7871  •  info@grandlakeallaboutpets.com  •  3335 Grand Ave, Oakland CA 94610