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Claims & warranties

We're here for you and your puppy.

Have a question or a concern? Our claims team responds quickly and walks you through every step so your puppy gets the care they need.

Same-day responses Real-person support
A family relaxing at home with their healthy puppy
Reach the claims team

Three ways to get in touch.

Call us

1-941-780-8563

Mon–Fri, 9am–5pm ET

Email a claim

claimsandwarranties@gmail.com

Preferred for documentation

Fax records

1-888-429-7998

For vet documentation

Email subject line

When emailing claimsandwarranties@gmail.com, include your puppy ID, your last name, and the store you adopted from. Doing this up front gets your claim routed to the right person faster.

How it works

The claim process, step by step.

  1. Reach out by email or phone

    Tell us what's going on with your puppy. Email keeps the conversation documented from day one.

  2. Send vet documentation

    Attach exam notes, diagnostic results, and invoices from your licensed veterinarian. Fax works for medical records too.

  3. Our team reviews and responds

    A claims specialist reviews your file and outlines next steps — usually within one business day.

  4. Resolution and follow-up

    We confirm warranty coverage where it applies and check in with you afterward to make sure your puppy is back to themselves.

Common questions

Before you submit your claim.

Every Petland Cleveland puppy comes with a 5-year hereditary and congenital warranty. The full warranty terms are provided in your adoption paperwork — we're happy to email a fresh copy if you've misplaced yours.

Include your puppy ID, the store you adopted from, and any veterinarian documentation (exam notes, diagnostic results, and invoices). The more your vet provides, the faster the claim moves.

Most claims get an initial response within one business day. Complex cases involving multiple vet visits may take longer — we'll keep you in the loop the whole time.

Always go to your veterinarian or an emergency animal hospital first. Once your puppy is stable, contact us and we'll begin the claim with your vet's records.

Still have questions? We're here.

Our staff in Parma and Strongsville can also help walk you through a claim in person.

Email a claim Visit a store
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