Refund Policy

We want you to love the product as much as we do! That's why we stand behind a 7 day return policy. If you do not love what you bought, you may return your unused items to us for a refund. To initiate a return, please contact us via live chat or by emailing us at hello@hellomutt.com with your order number, products you are returning, and reason for the return. We will provide you the shipping address mail the items back . The customer is responsible for return shipping back to us and your original shipping costs paid at checkout are non-refundable. Once we receive your return, we will inspect the items and process a refund. The refund will be processed 3-5 business days after approval. 

 

Important notes regarding returns and refunds:

 

- For sanitary reasons, we cannot accept used and opened products. We also do not accept returns on clearance items, limited edition items and gift cards as those sales are final.

 

- We do not issue refunds for lost or stolen packages.  Please see our lost package policy below regarding replacements.

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* Melt warning - extreme heat while in transit or after delivery.

Our wax dipped bars (aka solid shampoo bars and solid conditioner bars) are meant to sustain high temperatures - however in summer heat or warm climates, the high temperatures may cause melting issues. While we do not refund your items in this instance, if your product does arrive melted, we recommend putting it in the fridge and allowing it to re-harden. Rest assured it will still be usable!

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Order Cancellation Policy

We accept cancellations within 2 hours of placing an order. Please email us with your order number within that time frame for a refund. Otherwise, we begin hand making your fur babies fresh products on the same day you place your order.

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Damaged Item Policy

Sometimes products get damaged while in transit. If any of your items have been damaged while in transit, please contact us immediately via live chat or hello@hellomutt.com with your order number and photos of the damage. We will inspect your images and open a claim with USPS. We will follow up with an appropriate resolution, which in most cases, is a replacement. ​

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Lost Package Policy

If your package is lost in transit (ex: tracking number has not updated or is marked as invalid) please contact us immediately. We will initiate a lost package claim with USPS to try to get answers. If the USPS cannot provide an answer or solution, will issue send a replacement order. If you suspect your package has been stolen, we encourage you to file a report with USPS and your local post office, as well as Mutt Fresh Dog Care Customer Care. 

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