Refund policy
FLOOF CHEWS REFUND POLICY
Last updated: May 7, 2026
This Refund Policy explains how refunds, replacements, damaged orders, incorrect orders, and our 30-day money-back guarantee work for purchases made from floofchews.com.
Floof Chews is operated by Pawly Co LLC.
Contact email: contact@floofchews.com
1. 30-DAY MONEY-BACK GUARANTEE
We want you and your dog to feel good about trying Floof Chews.
If you are not happy with your first order, you may request a refund within 30 days of the delivery date.
This guarantee is designed to make trying Floof Chews simple and low risk. No complicated forms. No hoops. Just email The Floof Team and we will help.
2. HOW TO REQUEST A REFUND
To request a refund, email us at contact@floofchews.com within 30 days of receiving your order.
Please include:
- Your full name
- Your order number
- The email address used to place the order
- A brief note about why you are requesting a refund
The reason is not required for approval, but it helps us improve the product and customer experience.
3. DO I NEED TO RETURN THE PRODUCT?
For first-order guarantee requests, we usually do not require you to return the product.
In some cases, we may ask for photos, additional order details, or other information to help us verify the request, investigate a quality issue, or prevent fraud or abuse.
If we do ask you to return an item, we will provide return instructions by email.
4. ELIGIBILITY
Refund requests must meet the following requirements:
- The refund request must be submitted within 30 days of the delivery date.
- The product must have been purchased directly from floofchews.com.
- The request must be for the first order unless otherwise approved by us.
- The request must not be fraudulent, abusive, or connected to repeated excessive refund claims.
Products purchased from third-party retailers, marketplaces, or unauthorized sellers are not covered by this Refund Policy and are subject to that seller's policy.
5. REFUND AMOUNT
Eligible first-order guarantee refunds may include the product price paid.
Shipping fees, shipping protection, taxes, duties, and other fees may not be refundable unless required by law or unless the issue was caused by our error.
If a discount code, promotion, gift card, store credit, or bundle offer was used, the refund amount will be based on the amount actually paid for the eligible item.
6. REFUND PROCESSING TIME
Once your refund request is reviewed and approved, we will process the refund to your original payment method.
Refunds are typically processed by us within 5-7 business days after approval.
After we issue the refund, your bank, card issuer, payment provider, or Shopify Payments may take an additional 3-10 business days to post the refund to your account. Processing time can vary depending on your financial institution.
7. DAMAGED, DEFECTIVE, OR INCORRECT ORDERS
If your order arrives damaged, defective, missing items, or incorrect, email us at contact@floofchews.com within 7 days of delivery.
Please include:
- Your order number
- A description of the issue
- A photo of the product
- A photo of the package or shipping label, if relevant
If the issue is confirmed, we will help with a replacement, refund, or other appropriate solution at no additional cost to you.
8. LOST OR MISSING PACKAGES
If your order appears lost, delayed, or marked as delivered but not received, please review our Shipping Policy first.
If the package is confirmed lost in transit, we may offer a replacement or refund when appropriate.
Floof Chews is not responsible for package theft after delivery, incorrect shipping addresses entered at checkout, failed delivery attempts, or carrier delays outside our control.
9. SUBSCRIPTIONS
If you purchase a subscription, you are responsible for managing, skipping, pausing, or canceling your subscription before the next renewal date.
Subscription renewal orders that have already been processed or shipped may not be eligible for cancellation or refund unless required by law or approved by us.
If you need help with a subscription, email contact@floofchews.com as soon as possible.
10. EXCHANGES
Because Floof Chews is a consumable pet supplement, we do not generally offer traditional product exchanges.
If your order arrived damaged, incorrect, or defective, contact us within 7 days of delivery and we will help with a replacement or refund when appropriate.
11. RETURNS FOR CONSUMABLE PRODUCTS
Floof Chews is a consumable pet product. For safety and quality reasons, returned products may not be resold.
If we ask you to return a product, we will provide instructions. Do not send products back without contacting us first, as unauthorized returns may not be accepted or refunded.
12. FRAUD, ABUSE, AND POLICY MISUSE
We reserve the right to refuse, limit, or deny refunds, replacements, or guarantee claims if we suspect fraud, abuse, misuse of the policy, repeated excessive claims, unauthorized resale, or violation of our Terms of Service.
13. HOW TO CONTACT US
Questions about refunds, returns, damaged orders, or the 30-day guarantee?
Email The Floof Team at:
contact@floofchews.com
Support hours: Monday-Friday, 9 AM-5 PM EST
Typical response time: 24-48 hours