Out of Stock & Substitution PolicyUpdated 19 days ago
We do our best to keep all your favorite products in stock, but from time to time, substitutions may be necessary. Here's how we handle those situations and what to expect.
🛒 Out of Stock Items
If an item is out of stock at the time your order is processed:
We may remove the item from your order and notify you.
We may offer a suggested substitution, if appropriate.
If the product is part of your Auto-Ship, we’ll contact you to update your subscription or skip that item for the cycle.
🔄 Product Substitutions
If a product you ordered becomes temporarily unavailable and we believe a substitution is suitable, we will:
Choose a product of equal or greater value
Notify you by email when possible
Always prioritize your pet’s safety and nutritional needs
📸 Not What You Expected? We’ve Got Options
If you received a substituted item and it doesn’t work for your pet, here’s what you can do:
Let us know the issue.
Send a photo of the product you received.
Choose one of these options:
Replacement of your original product (when back in stock)
Store credit
Refund
Note: Photos help us document any pattern of issues and improve future fulfillment accuracy.
❗ Policy Limitations
Not all items are eligible for substitution. For example, special edition items, bundles, or discounted samplers are often non-replaceable.
You may not see substitutions reflected in your order confirmation right away if they are packed at the warehouse level.
Refunds are not automatic for substitutions; we need to hear from you to resolve it!
📞 Need Help?
If you received something unexpected or want to opt out of substitutions entirely, please contact us. We're happy to help sort it out.