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Petzyo FAQ's logo

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Do you offer returns or refunds?Updated 5 months ago

Yes, we can! Here's the scoop: 

At Petzyo, we're confident your Doggo will love their meals, but we want you to feel just as assured. That's why we offer a 100% Palatability Guarantee on your first purchase with us! 

At Petzyo, our 100% taste satisfaction guarantee covers your first box (Either our 4kg, 8kg dry or 5.4kg raw). If your doggo isn’t loving their new food after a slow and responsible transition, you have options:

  1. Try different flavours – We’ll send samples of other flavours. Once your dog picks their favourite, we’ll ship a replacement bag at no cost. Since opened bags can’t be returned, we recommend donating them to a local shelter or gifting them to a friend. We don’t want any quality kibble going to waste!

  2. Unopened bags – You can return unopened bags for a refund or replacement. Simply email us, and we’ll process your refund once our warehouse receives the return (this can take up to a week) *Please note, we may require to charge a restocking fee of $15.

Remember, dogs can take up to 14 days to adjust to new food, so please give them time to transition. Following a slow introduction is key to a successful switch. You can find helpful tips on transitioning your dog’s food here.

To qualify for a refund, you’ll need to reach out within 30 days of receiving your order.

For raw food, due to its perishable nature, returns aren’t possible. However, we’re happy to discuss alternative options or refunds. We also recommend donating any unused raw patties to avoid waste.

For other products, such as treats or dental items, we can’t accept returns on opened products due to health regulations.

Damaged Products

If any items arrive damaged, please send us an email with photos, your order number, and name, and we’ll investigate.

If you have any questions or need to start a return, contact us at [email protected], and our team will work with you to find the best solution for you and your furry friend!

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