You and your pets' satisfaction is our key focus, thus we constantly strive to deliver industry-leading service and high quality products right to your doorstep.
Our products are proudly manufactured in the USA, in cGMP certified facilities. Production process follows veterinarian crafted formulas following the highest industry standards.
If for any reason you need to make a return, follow the instructions in our policy below.
We offer 60 days refund guarantee starting from the day when your order was received. After the expiry of the 60 day guarantee period, we will no longer be able to offer any refunds or product exchanges.
To request a refund, please contact our Customer Support team via email at firstname.lastname@example.org in order to receive a return authorization number. When contacting the customer support team please have your original order number and clearly state what items you are sending back and a brief description of the issue.
We reserve the right not to refund any orders that are shipped back without a (valid) return number.
Once your return is received and inspected, you will be sent an email to notify you of your refund details.
After refund is granted, please allow 3-5 days until money is returned to your bank account. These delays are due to the processes in the banking system that we have no control of.
Note that only one order can be refunded per 60 day money-back guarantee scheme.
If you would like to cancel an order, you can to that by contacting us via the Customer Support email or phone number listed on the website.
If your order has already been shipped, the order cannot be canceled, and you will have to request a return number and return the products to get a refund.
If your order has not yet been shipped, our Customer Support team will cancel it for you and we’ll refund you.
Although our team tries to handle all of the customer requests within one business day, in case your order is shipped before a Customer Support representative can review your case, we cannot be held responsible.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email with images showing the defects and you will be given further instructions.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
We ship Monday-Friday only. We aim to ship the products on the same day as the order was placed, but it is not guaranteed.
Friday orders placed after noon (EST time zone) will be shipped on the next business day.
The arrival of your package depends on your destination country. Orders within the US usually take 5-7 business days, international order, where such are possible, may take up to 2-3 weeks. We do not guarantee any shipping time, once the package leaves our possession we have no control. We will fix issues but we cannot control late packages from the shipping services.
INTERNATIONAL SHIPMENTS REJECTED AT CUSTOMS
Import duties, taxes, and charges aren’t included in the item price or postage cost. These charges are the buyer’s responsibility.
Please check with your country’s customs office to determine the eligibility of the products in your country as well as what these additional costs will be prior to buying.
No refunds will be issued for products that are rejected at customs of any country unless the order is returned to our fulfillment center in its original condition.
For some local deliveries DHL/UPS/FedEx partner with local delivery companies, therefore in-country package tracking might not be available using the tracking link provided to you in the shipping confirmation email. This does not mean your package is lost. In such a case, please contact us to learn about the location of your package.