Refund policy
Last Updated: September 29, 2026
At Pupganics, your satisfaction is our top priority. We stand behind every product we make, and we will always work with you to make things right.
90-DAY SATISFACTION GUARANTEE
We back Pupganics with a 90-Day Money-Back Guarantee. It works a little differently than most, and here is why.
Supplements need time. As with people, it can take up to 90 days of consistent daily use for your dog's body to respond. For that reason, results-based refund requests require 90 days of consistent daily use before we can process them. Customers who use the product consistently are the ones who see results, and we want your dog to be one of them.
Your 90 days start on the delivery date of your first order. After 90 days of consistent daily use, you have 30 days to submit a results-based claim. Results-based claims submitted more than 120 days after your first delivery date are not eligible.
The 90-day waiting period applies only to results-based claims. Everything else below is eligible right away.
This guarantee covers:
- Not satisfied with results after 90 days of consistent daily use
- Product arrived damaged or defective — report within 30 days of delivery
- Wrong item was sent — report within 30 days of delivery
- Your pet had an adverse reaction — report as soon as it occurs
This guarantee does not cover:
- Results-based requests made before 90 days of consistent daily use
- Results-based requests submitted more than 120 days after your first delivery date
- Orders where an incorrect shipping address was entered at checkout
- Damage caused after delivery
- Duties, taxes, or customs fees on international orders
The guarantee applies to both one-time and subscription orders.
WHAT WE REFUND
- Results-based claims: We refund all orders delivered during your first 90 days. Orders delivered after day 90 are not included. Each customer can make one results-based claim. Example: Your first order arrives on June 1. Your next orders arrive on July 1 and August 1. You use the product every day. Your claim window opens on August 30 (day 90) and closes on September 29 (day 120). If you submit a claim in that window, we refund your June, July, and August orders. An order delivered on September 1 is after day 90, so it is not included, and non-refundable.
- Adverse reactions: Stop giving the product and contact your veterinarian. Then email us with your order number, what you saw, when it started, and the lot number on the jar. We refund the order your dog was using when the reaction occurred, plus any unopened product. We will also cancel your subscription if you ask.
- Damaged, defective, or wrong items: We refund or replace the affected order.
HOW WE MAKE IT RIGHT
Before processing a refund, our team will work with you to find the best resolution. Contact us at help@pupganics.com and we will take care of you.
DAMAGED OR INCORRECT ORDERS
If your order arrived damaged, defective, or incorrect, email help@pupganics.com within 30 days of delivery with your order number and a photo of the issue. We will resolve it.
EXCHANGES
We do not process traditional exchanges. If you received a damaged or incorrect item, or your dog is not taking to the current flavor, contact us and we will work with you on a solution.
NON-REFUNDABLE SITUATIONS
- Orders where an incorrect shipping address was entered at checkout
- Damage caused after delivery
- Duties, taxes, or customs fees collected by your local customs authority
- Shipping charges on non-defective returns
- Parcels refused or abandoned at customs by the customer
SUBSCRIPTIONS
Your subscription is fully flexible. Before you consider cancelling, you can do any of the following through your account portal at any time, with no fees or penalties:
- Skip your next shipment
- Change your billing frequency
- Switch your product flavor or size
- Update your quantity
- Pause your subscription
Cancelling. You may cancel at any time. Cancellations made through your account portal take effect immediately. To cancel by email, contact help@pupganics.com at least 24 hours before your next renewal date so we can stop the charge in time.
Orders already shipped. Once a subscription renewal has been charged and handed to the carrier, we cannot cancel or recall that shipment. Shipped subscription orders are not refundable, except as covered by the 90-Day Satisfaction Guarantee above.
HOW TO REQUEST A REFUND
- Email help@pupganics.com with your order number and the reason for your request.
- Attach photos if the item is damaged or incorrect.
- Our team responds within 1–2 business days and will work with you on the best resolution. We reserve the right to deny requests that do not meet the criteria in this policy.
- If a return is required and approved, we will send you the return address and instructions. Please do not ship anything back before we approve it, as unapproved returns may not be processed.
- Once your return is received and inspected, we will notify you of approval or denial. Approved refunds are issued to your original payment method within 5–7 business days.
EUROPEAN UNION — 14-DAY RIGHT OF WITHDRAWAL
If you are located in the European Union, you have the right to withdraw from your order within 14 days of delivery, without giving a reason.
To exercise this right, tell us clearly within those 14 days — log into your Pupganics account for self-serve returns, or email help@pupganics.com. You may use the model withdrawal form, available on request. After you notify us, you have a further 14 days to send the goods back.
Sealed goods exception. Under Article 16(e) of the EU Consumer Rights Directive, the right of withdrawal does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons if they have been unsealed after delivery. Pupganics supplements are supplied sealed for this reason. Unopened, sealed products can be returned in full.
Return shipping costs are your responsibility unless the item is defective or incorrect. We will refund you within 14 days of receiving the goods back, or of receiving proof that you sent them, whichever is earlier. Where goods are returned in a diminished condition beyond what is needed to establish their nature and characteristics, we may reduce the refund accordingly.
This right is in addition to our 90-Day Satisfaction Guarantee. You may use whichever is more favorable to you.
UNITED KINGDOM — CONSUMER RIGHTS
If you are located in the United Kingdom, you have the right to cancel your order within 14 days of delivery under the Consumer Contracts Regulations 2013. The same conditions and sealed-goods exception described above apply.
Note: Jersey and Guernsey are Crown Dependencies and are not covered by the UK Consumer Contracts Regulations. Our 90-Day Satisfaction Guarantee applies to these destinations.
INTERNATIONAL ORDERS — DUTIES AND TAXES
DDP countries (Australia, Belgium, Canada, Croatia, Denmark, Finland, France, Germany, Greece, Hong Kong SAR, Hungary, Ireland, Italy, Luxembourg, Malta, Mexico, New Zealand, Poland, Portugal, Romania, Singapore, Slovakia, Sweden, Ukraine, United Kingdom): all duties and taxes are included in your order total at checkout. Nothing further is collected on delivery.
DDU countries (Guernsey, Jersey, Latvia, Lithuania, South Korea, Spain, United Arab Emirates): duties, import VAT, and customs handling fees are your responsibility and are collected by your local customs authority on delivery. These charges are non-refundable, including where an order is later refunded.