If 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 [email protected] 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, 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.
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 weighing under 1lb will be sent First Class, and packages weighing 1lb+ will be sent Priority Mail or Parcel Select Ground. Most customers receive their USPS orders within 3-7 business days; however we must allow USPS up to 14 business days to deliver your items before we can file a lost package claim and reship.
- Click here for more information about USPS First Class Mail
- Click here for more information about USPS Priority Mail
- Click here for more information about USPS Parcel Select
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.
- Click here for more information about FedEx Ground Shipping
- Click here for more information about FedEx 2-Day shipping
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, then please let us know as soon as possible so we may follow up with your carrier accordingly. 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, 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 autoship 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 Return
If the wrong item was sent, please contact [email protected]. Please include the order number, name, and image of the issue so our shipping team can review.
Special note for Google Pay & Apple Pay customers:
• Always verify your stored information is up to date prior to making your purchase. We have had a high volume of packages delivered incorrectly due to outdated or otherwise incorrect Apple Pay & Google Pay information. You can always use a debit/credit card as an alternate payment method. We can reship your order to the correct address, but at an additional cost.