Refund policy
We want you and your pup to be happy with your order. If something isn’t right, please reach out and we’ll help.
30-Day Returns
We accept return requests within 30 days of delivery.
To be eligible for a return, your item must be:
- Unopened and unused
- In the same condition you received it
- In its original packaging
- Accompanied by your receipt or proof of purchase
Because our treats are food products, items that have been opened, used, or consumed are not eligible for return unless the product is defective, damaged, incorrect, or there is another issue with your order.
How to Request a Return
To request a return, contact us at info@olddognewtreats.com.
Please include your order number and the item you would like to return.
If your return is approved, we’ll provide instructions on how and where to send your package.
Please do not send items back without requesting a return first. Returns sent without prior approval may not be accepted.
Return Shipping
For standard returns, customers are responsible for return shipping costs.
We recommend using a trackable shipping method, as we cannot guarantee receipt of a return that is lost in transit.
If your order arrived damaged, defective, or incorrect, please contact us before sending anything back. We’ll review the issue and help determine the appropriate resolution.
Damaged, Defective, or Incorrect Orders
Please inspect your order when it arrives.
If your package or product is damaged, defective, or you received the wrong item, contact us as soon as possible at info@olddognewtreats.com.
When possible, include your order number and photos of the product and packaging so we can review the issue quickly.
Depending on the circumstances, we may offer a replacement, refund, or another appropriate solution.
Non-Returnable Items
We cannot accept returns for:
- Products that have been opened, used, or consumed, unless there is a product or fulfillment issue
- Items specifically marked as final sale at the time of purchase
If you’re unsure whether an item is eligible for return, contact us at info@olddognewtreats.com before sending it back.
Exchanges
We do not process direct exchanges.
If you would like a different product, the quickest option is to request a return for the eligible item you purchased. Once your return is approved, you can place a separate order for the product you’d prefer.
Refunds
We’ll notify you once your return has been received and inspected and let you know whether your refund has been approved.
If approved, your refund will be issued automatically to your original payment method within 10 business days.
Your bank or credit card provider may need additional time to process and post the refund to your account.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at info@olddognewtreats.com.
Questions?
For any questions about returns or refunds, contact us at info@olddognewtreats.com.