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Claims & warranty
We’re here for you and your puppy.
If you have a health concern, the claims team can explain the process, collect your veterinarian’s documentation and help you understand the next steps.
- Real-person support
- Five-year hereditary and congenital warranty
Reach the claims team
Three ways to get in touch.
Email a claim
[email protected]Preferred for documentation
Fax records
1-888-429-7998For veterinary documentation
Help us route your email
Include your puppy ID, your last name and the store where you adopted your puppy. Attach any available veterinarian notes, results and invoices.
How it works
The claim process, step by step.
- 1
Reach out by email or phone
Tell the claims team what is happening with your puppy. Email is recommended when you have documents to share.
- 2
Send veterinary documentation
Include exam notes, diagnostic results and invoices from your licensed veterinarian. Medical records may also be faxed.
- 3
The claims team reviews your file
A claims specialist reviews the documentation and contacts you with questions or next steps.
- 4
Coverage and follow-up
The team confirms whether the written warranty applies and explains the available resolution.
Common questions
Before you submit your claim.
What does the hereditary warranty cover?
Petland Webster provides a five-year hereditary and congenital warranty. Your signed adoption paperwork contains the full coverage, conditions, exclusions and required claim steps; those written terms control.
What documents should I send?
Include your puppy ID, last name, adoption location and veterinarian documentation such as exam notes, diagnostic results and invoices.
When will I hear back?
The claims team will review your file and respond as quickly as possible. Complex cases or missing veterinary records may take longer.
What if this is an emergency?
Contact your veterinarian or an emergency animal hospital immediately. Once your puppy is stable, contact the claims team and send the veterinary records.
Still have questions? We’re here.
Your local store team can also help you understand how to begin a claim.