Refund policy
Return & Refund Policy
Last Updated: June 2026
At PureGuard Pet, we are committed to providing the highest quality pet wellness products and an exceptional shopping experience. We stand behind everything we sell and want you to feel confident in every purchase. Please read our policy carefully before completing your order.
All Sales Are Final on Opened Products For the health, safety, and wellbeing of all pets, we cannot accept returns on any opened or used products. This applies to all soft chews, supplements, collars, and any other consumable or wearable items. Once a product has been opened, it cannot be resold or reused for sanitary and safety reasons.
Unopened Products Unopened items in their original, sealed packaging may be eligible for return within 7 days of the confirmed delivery date. To initiate a return, please contact our support team at support@pureguardpet.com with your order number and reason for return. The customer is responsible for all return shipping costs. Items must arrive back in their original condition. Once received and inspected, store credit will be issued within 5 to 7 business days. We do not issue cash refunds on returned items.
Damaged or Defective Items We take product quality very seriously. If your order arrives damaged, defective, or in unsatisfactory condition, please contact us within 48 hours of delivery at support@pureguardpet.com. Include your order number, a clear description of the issue, and photo or video evidence of the damage or defect. Our team will review your claim promptly and arrange a free replacement shipment at no additional cost to you. Claims submitted after 48 hours of delivery confirmation may not be eligible for replacement.
Wrong Item Received We strive for accuracy in every order we fulfill. However, if you received the wrong product, please contact us within 48 hours of delivery with your order number and a photo of the item received. We will ship the correct item to you as quickly as possible at absolutely no additional charge.
Order Cancellations Orders may be cancelled within 2 hours of being placed. After that window, your order will have already been submitted to our fulfillment partner and cannot be cancelled. Please double check your order details carefully before completing your purchase.
Lost or Stolen Packages PureGuard Pet is not responsible for packages that are lost or stolen after being marked as delivered by the carrier. If your tracking shows delivered but you have not received your package, we recommend checking with neighbors, your building manager, and contacting your local post office or carrier directly. If the issue remains unresolved, reach out to us and we will do our best to assist you in filing a claim with the carrier.
Delayed Shipments As a dropshipping retailer, our products ship directly from our fulfillment partners. While we strive to ensure timely delivery, occasional delays may occur due to high demand, carrier issues, or circumstances beyond our control. Shipping delays alone do not qualify for a refund or return. Please refer to your tracking information for the most up to date delivery estimates.
Non-Returnable Items The following items are not eligible for return or refund under any circumstances:
- Any opened or used products
- Items purchased during a sale, promotion, or with a discount code
- Items returned without prior authorization from our support team
- Items returned after the 7 day return window has closed
- Digital products or downloadable content
Chargeback Policy We strongly encourage customers to contact us directly before initiating a chargeback with their bank or credit card provider. We are committed to resolving any issues fairly and promptly. Unauthorized chargebacks on valid orders may result in the customer being permanently banned from purchasing through PureGuard Pet.
How to Contact Us If you have any questions, concerns, or need to initiate a return or replacement, our support team is here to help. Please reach out to us at:
We aim to respond to all inquiries within 24 to 48 business hours. Thank you for choosing PureGuard Pet — we truly appreciate your trust in us and your commitment to your pet's health and wellness.