Refund Policy

1. Overview

By purchasing from tru-paws.com, you agree to the following return and refund terms. These terms ensure clarity regarding our return, exchange, and refund procedures for customers within the United States.

Please read this policy carefully before placing an order. Due to the nature of our supplement products, we have specific requirements for returns to ensure product safety and quality.

2. 30-day money-back guarantee — first order only

2.1 Guarantee coverage

TruPaws offers a 30-day money-back guarantee that applies exclusively to your first order. If you are not satisfied with your initial purchase for any reason, you may contact our customer support team within 30 calendar days of receiving your first order to request a full refund.

2.2 First order eligibility

Under the 30-day money-back guarantee for your first order:

• Both opened and unopened bottles are eligible for return.
• You must contact customer support within 30 calendar days of delivery to initiate the return.
• You are responsible for return shipping costs.
• Refunds will be issued to your original payment method within 10 business days of our receiving the returned product.

2.3 What qualifies as a "first order"

Your "first order" is defined as the very first purchase you make on tru-paws.com, whether it is a one-time purchase or the initial order that begins a subscription. Only this single initial transaction is covered by the 30-day guarantee. Any subsequent orders — including repeat one-time purchases and all subscription refill shipments — are not eligible for the 30-day guarantee and are governed by the applicable return policies below.

3. Subscription refill orders — non-refundable once shipped

3.1 No refunds on shipped refills

Once a subscription refill shipment has been processed and shipped, that charge is non-refundable. All subscription refills ship every 28 days regardless of which bundle you have. If you do not wish to receive or be charged for your next subscription refill, you must cancel your subscription at least 3 calendar days before your next scheduled billing date.

3.2 How to cancel your subscription

You may cancel your subscription at any time by:

• Clicking "Manage Subscription" on our website
• Emailing us at help@tru-paws.com
• Calling us at (855) 497-0476

Cancellations received fewer than 3 calendar days before your next billing date will take effect after the next scheduled shipment and charge.

3.3 Damaged or defective refill shipments

If a subscription refill shipment arrives damaged or defective, contact our customer support team within 14 calendar days of delivery. For verified defects, we will provide a replacement shipment or store credit at our discretion. You will receive a prepaid return label at no charge for defective refill returns.

4. Standard returns — subsequent one-time purchases

4.1 Return window

For one-time purchases beyond your first order (which is covered by the 30-day guarantee in Section 2), tru-paws.com offers a 30-calendar-day return window starting from the day your order is delivered.

4.2 Return conditions

Only unopened products will be accepted for standard returns. Due to the nature of dietary supplements and health products, we cannot accept returns of opened, used, or tampered products for health and safety reasons.

To qualify for a standard return, items must meet all of the following criteria:

• Be completely unopened with original seal intact
• Be in unused, new condition
• Include original labels and packaging
• Be returned in the original manufacturer's packaging
• Have no signs of tampering or damage (except manufacturer defects)

Items not eligible for standard return:

• Opened bottles or packages
• Products with broken seals
• Used or partially used products
• Products showing signs of use or tampering
• Products with missing parts or labels (not due to our error)
• Products returned more than 30 calendar days after delivery
• Subscription refill shipments (see Section 3)

4.3 Return shipping costs

You are responsible for return shipping costs for all standard returns. Return shipping costs are non-refundable and will not be reimbursed.

5. Damages & defective products

5.1 Inspection upon delivery

Please inspect your order upon delivery. Contact us immediately if:

• The item is defective or faulty
• The product is damaged
• You received the wrong item
• The seal is broken or tampered with
• Parts or components are missing

We must be notified within 48 hours of delivery for damage claims.

5.2 Defective product process

For defective products, contact us immediately at help@tru-paws.com or (855) 497-0476. Please provide clear photos of the defect. If verified as defective, we will:

• Provide a prepaid return label at no cost to you
• Issue a full refund, or
• Send a replacement product at no charge

The defective product exception applies to all order types, including first orders, subsequent one-time purchases, and subscription refill shipments.

6. How to initiate a return

6.1 Contact us first

To initiate a return, you must contact us first:

• Email: help@tru-paws.com
• Phone: (855) 497-0476
• Business hours: Monday – Friday, 9:00 AM – 5:00 PM EST

6.2 What to provide

When contacting us, please provide:

• Your order number
• Product name
• Reason for return
• Photos of the product (especially for defective items)
• Proof that product is unopened (if applicable for standard returns)
• Whether this is your first order (for 30-day guarantee eligibility)

6.3 Return authorization

Once we review your request, we will:

• Send you a return authorization number
• Provide a return form
• Send instructions on how and where to send the package
• Provide a return shipping label (for defective products only)

6.4 Shipping your return

After receiving authorization, pack the item securely in its original packaging, include the completed return form, write the return authorization number on the outside of the package, and ship to the address provided in Section 9.

For standard returns, you are responsible for choosing and paying for your shipping method. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

7. Refund processing

7.1 Inspection & approval

Once we receive your return, we will inspect the returned item, verify it meets our return conditions, process your refund if approved, and notify you by email of the refund status.

7.2 Refund timeline

You will receive an automatic refund to your original payment method within 7 to 10 business days after we approve your return.

7.3 What is not refunded

• Original shipping costs (unless product was defective)
• Return shipping costs (unless product was defective)
• Subscription refill shipments that have been processed and shipped

7.4 Delayed or missing refunds

If you have not received a refund within the expected timeframe:

• Check your bank account again — refunds may take 1–2 billing cycles to appear.
• Contact your credit card company or bank — it may take time for the refund to be officially posted.
• Contact us at help@tru-paws.com or (855) 497-0476 — we will reply within 24 hours.

8. Exchanges

We will only exchange products in the following situations:

• Damaged products verified by our team
• Incorrect products sent (our error)
• Defective products verified by our team

To request an exchange, contact us at help@tru-paws.com or (855) 497-0476. Please provide your order number, photos of the product issue, a description of the problem, and the product you would like as a replacement.

The quickest way to ensure you get what you want is to return the item following our standard return process and then place a new order separately for the item you want.

9. Non-returnable items

The following items are not eligible for return under any circumstances:

• Subscription refill shipments that have been processed and shipped
• Opened supplement bottles or packages (except under the 30-day first-order guarantee)
• Products with broken safety seals (except under the 30-day first-order guarantee)
• Used or partially consumed products (except under the 30-day first-order guarantee)
• Products without original packaging or labels
• Gift cards or promotional items
• Items marked as "Final Sale" or "Non-Returnable" at time of purchase

10. Return address

All returns must be shipped to: CONTACT US FOR RETURN ADDRESS

Do not return items without first obtaining a return authorization number. Unauthorized returns will not be accepted.

11. Contact us

For questions, concerns, or to initiate a return: