Return & Exchange Policy
Because of our high standards and focus on quality, we stand behind every single product that we sell. We only sell products that are healthy and safe enough for us to give to our own dogs and cats. In the unlikely case that you are unsatisfied with your purchase, you may return any item for refund or exchange by following the guide below.
100% Satisfaction Guaranteed
We understand that there may be times where you decide to return merchandise. That is the reason why we implemented our Satisfaction Guarantee which allows our customers to shop with confidence! Our guarantee allows you to return any purchases that meet our requirements (see below). Additionally, you can rest assured that we will never charge you any sort of restocking or repackaging fee, making your return process as straightforward and easy as possible.
To Be Eligible for Return/Exchange
- You must contact us to receive the RMA # and return address prior to sending anything back
- You must notify us of your intent to return/exchange within 14 days of you receiving the product
- The product must be in the same condition in which you received it with no visible damage
- If applicable, the product must be unopened in the original packaging or shrink-wrap
- Damaged goods unrelated to manufacturing/quality defects
- Used goods
- Products that have undergone ordinary wear and tear
Steps to Return/Exchange
1. Verify that your product meets all of the requirements above to be eligible
2. Contact us via email, live chat, or phone to request your unique RMA # and provide us with your order number
3. Once received and inspected, the cost of the product will be refunded back to you
Other Stipulations and Specifics
- Returns will be credited to the credit card or Paypal account used for the original purchase
- If you received free shipping on your original order, the outbound shipping fee will be deducted from your refund amount to compensate for the cost we incurred initially
- If you received a free promotional item with your purchase and it is not returned as well, the total value of the free item will be deducted from the refund. For example, if you purchase a dog bone and receive a free bully stick dog treat as part of a promotion, the total value of the bully stick will be subtracted from the refund if the dog bone is returned without it.
- If you received a bulk or quantity discount and only a partial return was made, the discount that you received will be voided. This means that we will subtract the discount amount from the return. For example, if you received a $20 discount by purchasing a bulk pack of all of our different kinds of natural dog bones, that $20 in savings will be deducted from your refund if all of the dog bones are not returned.
- Return shipping fees are covered by the customer unless return is due to manufacturing/quality issues
- Any change in shipping address after the order has already left our facility and is in transit, are not guaranteed and done at the customer's expense.
- Returned items must be received within 2 weeks of you notifying us of a return