Q. My pet doesn’t like the food I ordered. Can I get a refund or exchange?
Unfortunately, we can’t offer refunds on food products which have been opened - as we can’t resell them. If you’re purchasing a new product that your pet hasn't tried before, we suggest purchasing a small bag of food first to see if they like it. We always recommend introducing a portion of new food to your pet gradually over a week or so to minimize the risk of digestive problems.
Q. Can I cancel or change my order?
You can cancel or change your order as long as it has not left our warehouse. Please advise us via email or live chat as soon as you change your mind. Please note, if you cancel your order, we reserve the right to charge a cancellation fee to cover the bank costs associated with the credit card transaction.
Q. My items were damaged on their way to me. Can I get a refund?
We do all that we can to make sure your items won’t get damaged on their way to you. If the worst should occur, please email us ASAP with your invoice number and send pictures of the damage. We will do all we can to rectify the situation.
Q. My pet and I don’t like the item/s I ordered. Can I get a refund?
We believe in making the right decision for your pet to live a happy and healthy life. If you or your pet are not 100% satisfied with any non-food purchase (toys, accessories, etc), please email us within 7 days of receiving your order. We’ll be able to either offer you a store credit or a refund less postage and handling depending upon the circumstances.
Q. I received the wrong item. What do I do?
Whoops! If you’ve received something you didn’t order, or your order is not complete, please notify us via email within 2 working days of receiving the order. We’ll do our best to ensure you receive the correct goods in a timely manner. Please ensure you open your parcels as soon as you receive them and check that everything you’ve ordered is included.
Please make sure all items are returned to us in an original, resellable condition within 14 days.Unfortunately, we can’t refund the delivery charges for your order.We do not accept returns on food items.