Return Procedure: You may return unopened and unused products in original, sellable condition within 10 days of receipt for a refund equal to the product amount (not including shipping charges or taxes). You must request a return authorization number by sending an email via our Contact Us page. Please make sure to indicate your order number if possible, and the item(s) you wish to return and the reason. Please make sure to package the items well. We will not be able to honor credits of merchandise that comes back to us damaged. You may want to insure your package. Once you have received your return authorization number, please write it on the outside of the package and send it to:
136 East 56th Street – Suite PH D
New York, NY 10022
Raw Food: Please note that for health safety reasons, we cannot accept returns of perishables, namely frozen raw foods. All frozen raw food sales are final.
Mis-shipment: If you have received an incorrect item, please send an email through the Contact Us page. Please reference your order number and we will provide instructions for returning the item and obtaining the correct replacement. All items must be reported within the 10 day return policy period.
Exchanges: Ordered the wrong size or item? Simply place an order online for the correct item and return any item(s) that you do not want in their original condition following the instructions above.
poochclub: You may return our poochclub brand products at any time for a full refund of the purchase price if you are not satisfied (not including shipping charges or taxes). This refers to our own branded products, which will have the name poochclub on the label.
Other Manufacturers: You may return other manufacturers’ products if they have been unopened and unused and are in original condition within 10 days for a full refund of the purchase price (not including shipping charges or taxes).
Refused Delivery: If your order is refused upon delivery and returned to us, we will charge a restocking fee of $15 plus any return shipping charges. If your order is returned to us because of a mistake in the address that was entered by you, we will have to charge you for the return shipping charges (no mail receptacle, no apartment number, moved, etc.) Please note: if FedEx is late due to FedEx error we will assist in recouping a shipping refund from them for you, so please accept the late package instead of refusing it.
Cancelled Orders: Please be aware that we often process orders the same day they are placed or the next day, so you may not be able to cancel your order after it is placed. If you request to cancel your order and it is boxed and waiting for pick up by the delivery service, you will be refunded the amount of the order less 15% of the product price as a restocking fee.
Method of Credit: We will only credit you via the same method of payment used for the order. Credit card credits usually take a couple of days to show up on your account.