policies for shipping, returns, refunds and cancellations:
we offer free shipping for orders over $49. for all other orders, we charge a flat $5.95 shipping fee.
we can ship to every state in the contiguous usa. unfortunately, we are unable to ship packages to hawaii or alaska. additionally, we cannot to ship packages to po, apo or fpo boxes.
we try to ship your order out within 24 hours of receiving it. in most cases, shipments will arrive within 3-5 business days after you place your order. some non-food orders may take from 5-10 days. these are estimates that may vary due to carrier shipping practices, delivery location and the items you order. products may be delivered in separate shipments. our warehouses are closed on news years day, memorial day, july 4th, labor day, thanksgiving day and christmas day. please allow for a few extra days for orders around these holidays.
when we ship your order, you will receive an email with tracking information. please note that it might take up to 24 hours in some cases for tracking information to be updated by the carrier. in some cases, orders may arrive in multiple packages.
returns and exchanges for online purchases:
we want you to be happy with your purchase. if for some reason you are not, we accept returns on most unopened items with tags and a copy of your order confirmation email within 30 days of purchase. special return guidelines for select product categories are outlined below.
the simplest and fastest way to return an item(s) is to take it to your local loyal companion' store along with a copy of your order confirmation email. note: our store associates are unable to process a return without a copy of your order confirmation email. if you no longer have this email, please contact us and our customer service representatives will be able to send you a copy of your original email.
if you do not live close to a store, please contact us and our customer service representatives will be happy to assist you with mail-in returns.
exchanges are only possible in store at this time.
special return guidelines:
we are unable to take back returns for the following items if they have been opened - treats, bones and chews, canned food and supplements. we do understand that occasionally, you will be unhappy with products have been opened. we would need you to take the products back to your local loyal companion' store along with a copy of your order confirmation email. these returns will be evaluated on a case-by-case basis. unfortunately, we cannot accept mail-in returns for any opened items.
refunds for online purchases:
for return eligible unopened items with tags, refunds will be made in the original form of payment. in case of mail-in returns, please allow 7-10 business days for processing after we have received your return.
our fulfillment centers strive to get your shipments to you as soon as possible. this means that we cannot cancel orders once they have been placed. however, we want you to be happy with your purchase and accept returns on most unopened items with tags within 30 days of purchase. for details, see return policy at top of page.
we want you to be in control of your autoship orders – you can skip, change delivery dates or cancel future autoship orders at any time. however, we cannot guarantee order cancellations initiated within 24 hours of your scheduled shipment date.