Refund policy
Hearth & Hide Return & Refund Policy
Returns & Refunds
Due to the nature of consumable pet products, we do not accept returns on opened or used items.
If your order arrives damaged, defective, or incorrect, please contact us within 14 days of delivery at hearthandhide@hearthandhidecanine.com so we can make it right.
To be eligible for a return on unopened items:
-
The item must be unused and in its original packaging
-
You must contact us within 14 days of delivery
-
Proof of purchase is required
Items sent back without first requesting a return will not be accepted.
If a return is approved, return shipping instructions will be provided. Customers are responsible for return shipping costs unless the item arrived damaged or incorrect.
Freeze-Dried Products
Some items in our boxes are freeze-dried and naturally fragile. Minor cracking, crumbling, or breakage during transit does not affect the safety, quality, or nutritional value of the product and is not considered damage.
If a freeze-dried product arrives significantly damaged or unusable, please contact us within 14 days of delivery and we will review the issue.
Subscription Orders
Monthly subscription boxes are curated and prepared in advance. Once a subscription box has shipped, it is non-refundable.
To avoid being charged for the next cycle, subscription changes or cancellations must be made before the 18th of each month.
Damages & Issues
Please inspect your order upon arrival and contact us immediately if the item is damaged or incorrect so we can resolve the issue promptly.