Return & Shipping Policy

Route Shipping Protection: (NEW!)
We now offer Route protection to insure your packages against lost, stolen, or damaged packages!  Make sure that Route is selected in the check-out page and you will receive an email after check out with all of the information on tracking and in the case you need to file a claim, there is a link to select.  Route will either replace or refund your order!

To file a claim:

  1. Click on the link in the Route email (or go to this website to file it:  https://claims.route.com/ )
  2. Put in your email address you used on the order and the Order # (this is auto filled in if you clicked the link on the email)
  3. Follow the prompts to finish the claim.  You can check the status at Route: https://shoppers.help.route.com/hc/en-us
  4. Make sure to file any claims timely:
    1. if marked delivered but not received: file 5 days after “delivery date”  but no longer than 15 days
    2. lost packages by carrier(status is NOT ‘delivered’)- file no sooner than 7 days after scheduled delivery date and no later than 30 days from the last checkpoint

**Due to the high number of lost/missing packages we receive, we cannot replace your order at no cost, unless you purchased Route Protection, so please make sure to keep Route during checkout and have ‘peace of mind’ that you are covered.

Return PolicyIf you are not fully satisfied with your purchase or not seeing results from our CBD pet products for your dog or cat, you can request a refund of your online or in-store purchase (unopened or opened product) within 30 days. Feel free to reach out to us on info@petreleaf.com for assistance or call our toll-free number, 1-844-646-1646 Monday-Friday between 8:00am-5:00pm MT to speak with a customer support member. Typically, if your original shipping package is unopened you can return-to-sender without needing to purchase a new shipping label (applies to USPS shipments only). Please ship your return to: Pet Releaf, 8100 Southpark Way, #A2, Littleton, CO 80120. Please note: we do not refund return shipping charges and do not provide return shipping labels.

We cannot physically accept opened products, but we will still refund your purchase if you request it within 30 days from your purchase date. Please provide the lot number printed on the product’s packaging so our Quality & Assurance Manager can review. Feel free to offer the unused, opened products to your friends, your neighbors, or, even better, to a local no-kill animal shelter. Please note, we do not refund return shipping charges and do not provide return shipping labels.

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.

Shipping Policies & Expectations:Orders placed at 10 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, your selected carrier will send your tracking information directly to the email address you submitted with your order.  If Route Protection was purchased, you would have received an email from Route with tracking and information to submit a lost, stolen, or damage claim.

United States Postal Service (USPS): During online checkout, the default shipping method selected will be USPS. Auto-ship & Save subscription orders and other orders which qualify for free shipping will also be sent USPS.  Packages will be sent via Parcel Select Ground. Most customers receive their USPS orders within 3-7 business days; however please allow USPS up to 14 business days in rare occurrences.

FedEx Ground and FedEx 2-day Shipping: Expedited shipping via FedEx is available to select during checkout (additional fees apply). If selecting FedEx 2-Day shipping, keep in mind delivery occurs on business days only (does not deliver on weekends), therefore 2-Day orders placed on or after Wednesday will be delivered the following week. Example: Order placed at 1 pm MST (after 10 am MST cutoff) on Tuesday with FedEx 2-day shipping, should arrive on Friday. Order placed at 1 pm MST (after 10 am MST cutoff) on Wednesday with FedEx 2-day shipping, should arrive on Monday.

Frequently Asked Shipping Questions:“My order shows delivered, but I didn’t receive it—what should I do?”First, you will need to contact your carrier (USPS or FedEx). 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 shipped via USPS, your local post office may temporarily hold your package for you to either pick up or try to schedule redelivery before returning your order to Pet Releaf. 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 Route Protection, you can click on the link to open a claim in the tracking email that was sent.  (See above Route instructions for more detail). 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 Route 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 verify your shipping address information is displaying correctly on the checkout screen before processing payment. If the shipping address is displaying incorrectly–STOP, do not submit your payment, and please contact our customer service team for assistance to complete your checkout process. Once your payment has been processed, it will generate your order and we cannot make any further edits to your submitted information. After placing an online order, always verify you have received your confirmation email successfully, and please doublecheck your receipt for order accuracy. If you notice a mistake on your receipt after placing your order, please contact us immediately. While we understand mistakes do happen and will always do our best to help, due to the high volume of inquiries & orders we cannot guarantee we can correct your order error in time before it ships. Once an order has been picked up by the carrier, we are unable to cancel or stop shipment and it will be shipped to the address you provided at the time of purchase.

  • If your order is still in transit to an incorrect address, but not yet delivered:
    • We are unable to make any changes to your order after it has shipped—as the recipient, you will need to contact your carrier to request a reroute to the correct address (carrier package intercept fees may apply).
  • If your order has been delivered to an incorrect address:
    • 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 to allow us as much time as possible to correct any order errors. While we always try to help, we cannot guarantee to correct any order errors in time before your order ships. If the wrong order is already in transit, we are unable to cancel shipment,        however once delivered, you can return the unopened product—once we receive your return items to restock, 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 currently in progress. Please contact our customer service team for assistance in cancelling an order. If your order has already left our facility, then we are unable to stop shipment and you will need to return the product for a refund.

Wrong Product ReturnIf 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.