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What is your return & refund policy?Updated 8 months ago

We believe in the quality of our products so much that if you're not satisfied with an item that you have purchased from our website, you can return the item(s) within 180 days of the purchase date in order to qualify for a refund of the purchase price of product(s) returned. Furthermore, all returning items must be less than 20% used to qualify for a refund (this is also to safeguard us from consumer fraud and fraudulent bad actors).
 
To start a return, you can contact us at [email protected]. If your return is accepted, we’ll send you instructions on how and where to send your package. Items returned to us without first requesting a return will not be accepted.

You can always contact us for any return questions at [email protected]


Order Changes & Cancellations

In an effort to get you your product as soon as possible, orders are processed for production and fulfillment immediately after they are placed.  Order cancellation or change requests must be made within 30 minutes after the order is placed, otherwise, the order will be shipped. We cannot make changes to orders that are placed on weekends. If your order has shipped and you would still like to exchange or return your item, a fee of $5 per order will be charged for returns and processing. 


Our customer success team will try our best to rectify your order in time before shipping, but please email us at [email protected] as soon as possible.

Eligibility-Based Post-Purchase & New Customer Promotions

Upon meeting specific conditions with your order, you may become eligible for exclusive promotions intended for new customers or post-purchase offers. 

These promotions are instantly processed and are designed to be a unique, one-off experience. Please note that these special offers are supplementary and cannot be used as a substitute for the initial purchase that qualified you for the promotion.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

It's important to recognize that certain items, like our natural and handcrafted chews, inherently possess unique qualities and are not indestructible. Breakage during transit is possible for chews, but this will not compromise the product's effectiveness. In fact, it provides a benefit by facilitating more precise portioning for your pets.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods, custom products (such as special orders or personalized items), and services involving delivery fees or priority processing. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.


Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method, please allow your bank 5-10 business days to reflect this. 

Please remember it can take time for your bank or credit card company to process and post the refund. Please also note that there will be a small shipping and stocking fee of $15 associated with returns, which will be automatically deducted from the refund amount. Shipping fees & priority order fees are non-refundable items.


Wrongful Disputes/Chargebacks

We request that any issues with orders be addressed directly to our customer service team for resolution. Initiating a chargeback for a transaction that was delivered as promised and authorized by you, may be deemed wrongful and could constitute consumer fraud. This action not only undermines the trust between us but can also have severe consequences, including legal repercussions and negative effects on your credit rating. We are fully committed to ensuring your satisfaction and urge you to reach out to us with any concerns so we may resolve them promptly and amicably, thus avoiding the need for any chargeback proceedings.

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