Refund policy
Return & Refund Policy
Last updated: June 2, 2026
At ChewTrue, your satisfaction — and your pet’s happiness — matters deeply to us. If something is not right with your order, please contact us and our team will review the situation based on the actual order status and our store policy.
Food Safety & Returns
For safety, freshness, and quality control reasons, we do not accept physical returns of pet food, treats, or snacks.
Returned food products cannot be restocked or resold.
Damaged, Incorrect, or Missing Items
If your order arrives with any issue — such as damaged packaging, incorrect items, or missing products — please contact us within 7 days of delivery at support@chewtrue.com.
To help us assist you quickly, please include:
- Your order number
- The email address used to place the order
- A brief description of the issue
- Photos of the product and/or packaging, when applicable
After review, we may provide a replacement, store credit, refund, or another appropriate solution depending on the situation.
If a refund is approved, it will be processed to your original method of payment within 5–10 business days, depending on your payment provider.
Quality Concerns
Your pet’s health and satisfaction are important to us.
If your pet experiences a negative reaction or you believe there is a product quality issue, please contact us with your order number, product details, and a clear description of the concern.
Our team will review the situation and may offer a replacement, store credit, refund, or another appropriate solution when applicable.
Order Cancellations
If you need to cancel an order, please submit a cancellation or refund request as soon as possible.
Cancellation requests are reviewed based on the actual order status.
If the order has not yet shipped, we may be able to cancel the order and issue a refund.
If the order has already shipped, cancellation may no longer be possible. Any refund request after shipment will be reviewed according to the order status and our store policy.
Shipping Fees
Original shipping fees are generally non-refundable once an order has shipped.
If a package cannot be delivered due to an incorrect or incomplete shipping address provided by the customer, a reshipping fee may apply.
Lost or Delayed Shipments
Once an order has shipped, the carrier controls the transit timeline.
If your package is significantly delayed, marked as lost, or shows an unusual tracking issue, please contact us. We will help review the situation and, when appropriate, assist with a carrier claim or possible resolution.
Sold-Out Items
Sold-out items cannot be purchased until inventory is restocked.
If an item becomes unavailable, it will be marked as sold out on the product page.
How to Contact Us
For refund, cancellation, return, or order-related questions, please contact us at:
Our team is committed to helping you resolve order issues fairly and efficiently.
