Refund policy

Last Updated: July 10, 2026

At Pupganics, your satisfaction is our top priority. We stand behind every product we make — and we will always work to make things right before processing a refund.

90-DAY SATISFACTION GUARANTEE

We stand behind Pupganics with a 90-Day Money-Back Guarantee — but it works differently than most.

Supplements need time. Just like with humans, it can take up to 90 days of consistent daily use for your dog's body to respond. That's why we ask you to commit to the full 90 days before requesting a refund for results-related concerns. Customers who use it consistently are the ones who see results — and we want your dog to be one of them.

If after 90 days of consistent daily use you are not satisfied with the results, you have 30 days to submit your claim. Refund requests submitted after 120 days from your delivery date will not be eligible. To submit a claim, contact us at help@pupganics.com and we will make it right.

This guarantee covers:

  • Unsatisfied with results after 90 days of consistent use
  • Product arrived damaged or defective
  • Wrong item was sent
  • Your pet had an adverse reaction

This guarantee does not apply to:

  • Refund requests made before completing 90 days of consistent use (results-based claims only)
  • Refund requests submitted after 120 days from your delivery date
  • Orders where an incorrect shipping address was entered at checkout
  • Damage caused after delivery
  • Duties, taxes, or customs fees (international orders)

HOW WE MAKE IT RIGHT

Before processing a refund, our team will always 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, contact us at help@pupganics.com with your order number and a photo of the issue. We will solve the issue.

EXCHANGES

While we do not process traditional exchanges, if you received a damaged or incorrect item or your dog isn't taking to the current flavor, contact us and we will work with you to find 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 (international orders)
  • Shipping charges on non-defective returns

SUBSCRIPTIONS

Your subscription is fully flexible — before considering cancellation, we encourage you to explore the following options 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

If you'd like to cancel, you may do so at any time before your next renewal date through your account portal or by contacting help@pupganics.com. Cancellations made after a renewal has processed will take effect on the following billing cycle. We do not offer refunds on subscription orders that have already been fulfilled and shipped.

HOW TO REQUEST A REFUND

  1. Email help@pupganics.com with your order number and reason for the request
  2. Attach photo evidence if the item is damaged or incorrect
  3. Our team will respond within 1-2 business days and work with you on the best resolution. We reserve the right to deny refund requests that do not meet the criteria outlined in this policy.
  4. If a return is required and approved, ship the item to: 1380 Jacobsburg Road, Wind Gap, PA 18091. Do not send items to our business address as this may delay processing.
  5. Once your return is received and inspected, we will notify you of the approval or denial of your refund. Approved refunds are processed to your original payment method within 5-7 business days.

EUROPEAN UNION — 14-DAY COOLING OFF PERIOD

If you are located in the European Union, you have the right to cancel or return your order within 14 days of delivery for any reason, without justification. To be eligible, the product must be unused and in its original packaging. To exercise this right, login to your Pupganics account for self-serve returns. Refunds will be processed within 5-7 business days of receiving your cancellation request. Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.

UK 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. The same conditions apply as the EU cooling off period above.

INTERNATIONAL ORDERS — DUTIES & TAXES

For orders shipped to countries outside the US, DDP countries have all duties and taxes included in your order total at checkout — no surprises on delivery. For DDU countries including Israel, UAE, Colombia, Thailand, South Korea, Japan, and Jersey, duties and taxes are the responsibility of the customer and are collected by your local customs authority upon delivery. These charges are non-refundable.