Refunds and returns
Last updated 6 September 2026.
If you change your mind
We give you 15 days from the date of purchase to send an unopened pack back. That is our own policy rather than a statutory right: United States federal law gives no general cooling-off period for buying online, and we would rather say so than imply a right you do not have.
On a change of mind a non-refundable $39 per order packing and handling fee applies, and you pay the return postage. Use a tracked service, because until it arrives back it is your parcel. Email theteam@customersupport.care with your order number and we will tell you where to send it.
That covers the reasons people usually give: a better price found elsewhere, a change of heart, the wrong item ordered, or no longer needed.
Sealed food
Treats are sealed for hygiene. Once a bag has been opened it cannot be returned. An unopened bag can be returned in the normal way.
The squeaky toy is not food. It can be returned unused in its original packaging.
If something is faulty, damaged or not what you ordered
None of the fees above apply. Tell us as soon as you can, with your order number and a photograph if the parcel arrived damaged. We pay the return postage and you can ask for a replacement or a refund. This is separate from the change-of-mind policy and it is not limited by it.
Cancelling before it ships
You can cancel any order until it ships. Most orders ship within 24 hours of being placed, so contact us within 12 hours if you can. A 12.5% service and processing fee applies to a cancellation. Once packing and shipping have started an order can no longer be cancelled, and the returns policy above is what applies instead.
If we cannot ship on time
Federal law is clear on this one and we follow it. If we cannot ship within the time we have told you, or within 30 days where no time was given, we will contact you and you can either agree to the delay or cancel for a prompt refund.
How refunds are paid
Refunds go back to the card or PayPal account you paid with, and we process them within 24 to 48 hours of the goods arriving back. Your bank then takes its own few days.
What we need from you
- Your order number, or the confirmation email.
- The goods in their original packaging, unopened in the case of food.
- A tracking number for the return, so we can both see where it is.
Still not sorted?
Our complaints policy sets out how to escalate. Nothing on this page limits your rights under federal or state consumer protection law.