Refund policy
At TheraPet, your happiness matters to us, a lot! We want every experience with our products to feel smooth and stress-free. If something doesn’t go as planned, we’re here to help. Below is a quick and friendly guide to how our refunds and returns work.
Order Changes or Cancellations
You have 5 minutes to modify your order after processing your order payment. After, your order goes straight into processing, which means we can’t always change the shipping address, update the items, or cancel it in time.
To avoid any hiccups, please double-check your shipping details and cart before checking out. If you do need help, feel free to reach out to us at support@therapetmd.com. We can’t promise the change will go through, but we will do our very best to assist!
30-Day Refund & Return Window
You have 30 days from the date of delivery to request a refund or return.
You're eligible for a refund if:
- The product doesn’t meet your expectations
- The product arrives damaged, defective, or incorrect
- You used the product as directed but didn’t see the desired results
- You wish to return an unused product in its original condition
We’re committed to making things right! We offer two return pathways to keep things easy and fair:
1. Used Product – No Results Guarantee (No Return Required)
As long as you are within the 30 days window, you are eligible for refund. Our dedicated customer support will walk you through this.
2. Unused Product – Return for Exchange or Refund
If your product is unused and you want to return or exchange it:
- You’ll need to send the item back to our Texas return address.
- Return shipping costs are the customer’s responsibility.
- We strongly recommend using a trackable shipping service.
- Shipping fees paid at checkout are non-refundable.
How to Start a Return or Refund
It’s easy! Just message us at support@therapetmd.com, and our friendly support team will walk you through the process step-by-step.
Damaged or Incorrect Orders
If your order arrives damaged, defective, or not as described, we sincerely apologize. Please contact us immediately at support@therapetmd.com with:
- Your order number
- A description of the issue
- Photos or video (when applicable)
We will resolve the issue promptly with a replacement or refund.
Items That Can’t Be Returned
Some items aren’t eligible for returns:
- Perishables
- Custom-made products
- Personal-care items
- Hazardous/flammable materials
- Sale items
- Gift cards
Not sure if your item qualifies? Just ask—we’re happy to help.
Exchanges
To exchange an unused product:
- Start a return by contacting support@therapetmd.com and informing us of your exchange request.
- Place a new order for the desired item so you receive it as quickly as possible.
Our team will guide you through the process.
EU Customers
If you’re in the European Union, you may cancel or return your order within 14 days. Items must be in original condition and packaging with proof of purchase.
Refund Timelines
Once your return arrives and is inspected, we’ll email you with an update.
Approved refunds are issued back to your original payment method within 3–7 business days. If you don’t see your refund after 10 business days, please contact us at support@therapetmd.com so we can take a look.
If you ever have questions or just need a little help our team is always happy to assist. Your satisfaction means the world to us, and we’re grateful for the chance to support you and your pets.