Refund policy

At The Gut, we want you and your dog to love our products. If something isn’t right with your order, please get in touch with us and we’ll do our best to make it right.

Returns & Refunds

If you’ve changed your mind or no longer need your order, we’re happy to accept returns within 14 days of delivery, provided the product is unopened, unused and in its original condition.

To request a return, please contact us first at hello@thegut.pet with your full name and order number. Please do not send your return to our warehouse before your return has been approved and we have provided you with return instructions.

Due to the nature of our products, we cannot accept returns of opened or used treats.

For eligible change-of-mind returns, the customer is responsible for the cost of shipping the product back to our warehouse, as well as a $5.99 handling fee to cover return processing and warehouse handling.

Once we receive and inspect the returned product, we’ll process your refund to the original payment method. The $5.99 handling fee and original shipping costs are non-refundable.

Exchanges

Need a different flavour or product? We’re happy to offer an exchange for eligible, unopened products within 14 days of delivery.

Products must be unopened, unused and in their original condition.

To request an exchange, please contact us first at hello@thegut.pet with your full name, order number and the product you’d like to exchange. Please wait for our approval and return instructions before sending anything back.

For change-of-mind exchanges, the customer is responsible for the cost of shipping the product back to our warehouse, as well as a $5.99 handling fee to cover return processing and warehouse handling.

If the replacement product has a different price, we’ll either refund the difference or request payment for the remaining balance, as applicable.

Damaged, Faulty or Incorrect Orders

If your order arrives damaged, faulty, or you receive the wrong product, please contact us as soon as possible.

Please email us at hello@thegut.pet with:

  • Your full name
  • Order number
  • A brief description of the issue
  • Photos of the product and packaging, where applicable

If the issue was caused by an error on our end, we’ll cover the return shipping and handling costs and arrange a replacement or refund at no additional charge.

When Will My Order Be Processed?

Orders are generally processed within 1 - 3 business days. Once your order has been dispatched, you’ll receive tracking information where available.

Please note that delivery times may vary depending on your location and the shipping service selected at checkout.

 

Refund Processing

Once your return has been received and inspected, we’ll process your approved refund to the original payment method.

Please allow several business days for the refund to appear in your account, depending on your payment provider.

 

Questions?

If you have any questions about your order, return or exchange, please contact us at hello@thegut.pet . We’re always happy to help.

The Gut Team 🐾