Online Order: Unopened Product Refund & Return Policies

Refunds are available for unopened products that are returned in their original shipping package with ‘Return to Sender’ clearly written on the package within 30 days of purchase.  

Online Order: Opened Product Refund & Return Policies 

If you are not satisfied after trying a product on your pet, you can request a refund within 30 days of purchase. We cannot take back opened products, but we will still issue your refund. Please visit our site and use our chat feature for the timeliest support. Have the lot number from the product packaging ready.  Additional contact options: email info@petreleaf.com or call 1-844-646-1646 Monday through Friday between 8:00am and 5:00pm MT to speak with a customer support member.  

You are welcome to share any opened product with friends, neighbors, or donate it to a local no-kill animal shelter. 

Shipping Policies & Expectations:

Orders placed at 9 am MST or later will ship the next business day (M-Fri). For ALL shipping options, carrier pick-up day does not count as a transit day.  

Please note: transit times exclude weekends, holidays, and/or unexpected delays including inclement weather. Pet Releaf is not responsible for carrier or weather delays, therefore shipping fees are non-refundable.  

When your order ships, the carrier will send your tracking information directly to the email address you submitted with your order.  If Order Protection was purchased, you will have received an email from them with tracking information and details on how to submit a lost, stolen, or damage claim. 
 

Shipping Carrier & Provider Information: 

Standard Shipping: At checkout, Standard Shipping will be selected as the default shipping method. Auto-Ship & Save subscription orders, as well as any orders that qualify for free shipping, are also shipped with our Standard Shipping option. 

Most customers receive their orders within 3–7 business days, though delivery may take up to 14 business days in rare cases. Once your order has been processed, you’ll receive tracking information directly from the shipping carrier at the same email address used to place your order.  

Expedited Shipping (2-3 day): Expedited Shipping is available during checkout (additional fees apply). If selected, keep in mind delivery occurs on business days only.  

Once your order has been processed, you’ll receive tracking information directly from the shipping carrier at the same email address used to place your order. 
 
Order Protection: Pet Releaf is not responsible for lost or stolen packages. At checkout, you’ll have the option to add Checkout+, which provides shipping protection through Order Protection™. 

By adding Checkout+, your order will be covered against: 

This optional coverage ensures peace of mind from the moment your package leaves our facility until it safely arrives at your door. 

In-Store Return & Refund Policies

If you purchased a Pet Releaf product from a retail location, you may receive a full refund within 30 days of purchase. Refunds are issued directly by the retailer where the product was purchased. 

For details on how to complete your return, please contact the store where you made your purchase. 

Discounts, Coupon Codes, and other Promos:

Free Shipping for Orders $75+: Our Free Shipping on orders $75 or more promotion applies to order subtotals of $75+ after discounts and/or coupons are applied to your cart, and before tax. Some promos require a coupon code to be added to your cart during checkout to receive the discount at the time of purchase. If you forgot to apply the coupon code to your order, unfortunately we are unable to issue partial refunds and therefore cannot retroactively apply discount codes after an order has been submitted for processing—please contact our customer service team to see if the coupon you missed would be eligible to use for a future purchase. 

Frequently Asked Shipping Questions:

“My order shows delivered, but I didn’t receive it—what should I do?” 
First, you will need to contact  the shipping carrier. We receive the same online tracking information you received from your carrier, so we are unable to provide any additional information regarding carrier delays or reasons for lost packages.  

Check around your property to see if your package was left behind porch steps, bushes etc., and ask your neighbors to see if they may have received your package by mistake.  

If your order was undeliverable at the shipping address you provided, then typically your carrier will return it to sender.   

If your carrier verifies your delivery was successful but your order was not received and is not being held for pickup, and if you purchased Order Protection , you can click on the link to open a claim in the tracking email that was sent.    

We are a small, family-owned business–due to the increased number of package thefts occurring nationwide, unfortunately we are unable to refund/reship lost or stolen packages at our cost. In the event your package is lost or stolen, and you did not purchase Order Protection , please contact our customer service team to request a replacement order (additional cost may apply). 

“My order is shipping to the wrong address—what should I do?” 
 
Always double check your shipping address before submitting your order, once an order has been confirmed, we are unable to make any adjustments.  

After placing an online order, always verify you have received your confirmation email successfully, and please doublecheck your receipt for order accuracy.  

• • You will need to contact your carrier to see if they are able to retrieve the lost package for you. If they are unable to do so we can always reship your order to the correct address, but at an additional cost. 
      

“I ordered the wrong product and/or placed a duplicate order by mistake– what can I do?”

Our system will automatically send you a confirmation email once your payment processes to place your order. Always verify this information is correct, and if not please contact us immediately. While we always try to help, we cannot correct any order errors once an order has been processed. If the wrong order is already in transit, we are unable to cancel shipment,   however once delivered, you can refuse the package — Once we receive your refused order, your refund will be issued back to the method of payment used for the purchase. 

“I cancelled my subscription, but still received an auto ship order—why didn’t my order get cancelled?” 
 
Cancelling or pausing your subscription will cancel any future renewal orders but does not automatically cancel any orders that have already been confirmed. If your order has already been confirmed, please refuse the package upon delivery, once the refused package has been returned, we will issue a refund. 

“I didn’t know I subscribed and received a second package” 

When you sign up for a subscription, our system automatically schedules future deliveries. To make sure you’re always in the loop, you’ll receive three emails before and during renewal: 

Wrong Product Return 
 
If the wrong item was sent, please contact info@petreleaf.com. Please include the order number, name, and image of the issue so our shipping team can review.