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 request a return by using this form. 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. 

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NOTE: Product must be at or above 75% unused (in product weight - in grams) in order for a return to be accepted. Wax dipped items may not be unpeeled. Peeled open wax dipped bars such as shampoos, conditioners and perfumes will not be accepted. 

 

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  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 by using this form. You will be required to list which items were damaged and upload photos fo 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 by using this form. 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 Customer Care. 

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*Mutt is not responsible for incorrectly addressed packages. Please double check your shipping address and if you spot an error - please contact us right away as once it is marked as shipped, we cannot change it. If your package is delivered to the wrong address due to an incorrectly entered address at checkout, we will not be able to assist.

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Returned to Sender Terms:

• If it was an error on our end we will re-ship the order for FREE to you the address provided at checkout.

• If the order was sent to the address entered on file and it needs to be changed we charge a re-shipment fee of $5.00. This includes missing apartment/unit numbers, incomplete addresses & if you moved.

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International Shipping Terms

We ship worldwide, offering multiple shipping options! please note that your local government may require additional payment for customs, import, duties and/or service fees. We cannot predict the fees at checkout. These are fees NOT included in the shipping costs, and you are responsible for paying these fees or your package may not be delivered. if you do not pay these fees, your package may be abandoned or destroyed at customs. We cannot offer a refund or a replacement at that time as we cannot retrieve the package.

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​read our full purchase terms here.

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