Refund policy
FLOOF CHEWS REFUND & RETURN POLICY
1. Our 60-day money-back guarantee
Your first order from floofchews.com is covered by our 60-day money-back guarantee. If you give Floof a full, fair try and see no improvement in your dog, we'll refund the full amount you paid for that order.
2. Who qualifies
All of the following must be true:
- It's your first order from floofchews.com.
- You gave Floof every day as directed, and finished the WHOLE product.
- You saw no improvement in your dog.
- You contact us within 60 days of the delivery date shown in your tracking.
Why we ask you to finish your first order: Floof works gradually, supporting your dog's gut, skin and itch response over time. A few days is not a fair test.
3. What is not covered
- Second and later orders.
- Subscription renewal orders.
- Requests made more than 60 days after delivery.
- Orders that were not fully used, except in the cases described in section 5.
- Change of mind, accidental orders that have already shipped, or no longer wanting the product.
- Products bought anywhere other than floofchews.com.
4. How to request your refund
Email support@floofchews.com within 60 days of delivery and include:
- Your full name, order number, and the email used for your order.
- A short note on what you noticed: how long you gave Floof, and how many chews a day.
- A photo and proof you've used the full pouches from your first order.
We review every request and reply by email.
5. Refund amount and timing
The refund amount depends on your situation and is decided when we review your request. We'll confirm the exact amount by email before we process it. Refunds are based on the amount you actually paid, after any discount code, and go back to your original payment method.
6. Cancelling an order
If your order hasn't shipped yet, email us and we'll cancel it. Orders cancelled before shipping are refunded 80% of the amount you paid. A 20% cancellation fee applies.
Once an order has shipped, it can't be cancelled. Your first order is still covered by our 60-day guarantee if it qualifies under this policy (see section 2).
7. Subscriptions
Subscription orders renew automatically every 30 days at the price shown at checkout, until you cancel. This is shown on the product page, at checkout, and in your order confirmation email.
- You can cancel, skip or change your subscription anytime. You can also email us before your next billing date and we'll do it for you.
- Renewal orders are non-refundable once they've been charged.
- Cancelling stops all future orders. It does not refund orders already charged.
8. Damaged, defective, incorrect or missing items
Email support@floofchews.com within 7 days of delivery with:
- Your order number and a short description of the problem.
- Photos of the product, the outer package, and the shipping label.
Once we've confirmed the problem, we'll send you a free replacement.
9. Late, lost or missing packages
Delivery takes 5–10 business days, not counting weekends. If your order hasn't arrived after that, email us and we'll look into it.
We ship to the address entered at checkout. If that address was incorrect, contact us and we'll do our best to help, but reshipping may be at your cost.
10. Returns and exchanges
Floof Chews is a consumable pet supplement. For safety and quality reasons, we don't accept returns or offer exchanges, and returned products can't be resold. Please don't send products back, because unrequested returns are not refunded.
11. Fraud and abuse
We may refuse or limit refunds, replacements or guarantee claims in cases of suspected fraud, repeated claims, resale, or misuse of this policy.
12. Contact us
Email: support@floofchews.com
Support hours: Monday–Friday, 9 AM–5 PM EST
We reply within 24 hours on business days.
Pawly Co,
Sheridan, Wyoming,
USA