Refund policy
Return and Refund Policy
Last Updated: January 28, 2026
At Vetted, we want you and your pet to be completely satisfied with your purchase. If for any reason you're not happy, we're here to help.
30-Day Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase. Unopened food, treats, and supplements can be returned. Please note that only delivered orders above $10 are eligible for returns.
To start a return, you can contact us at its.us.hq@gmail.com. Please note that you must contact us first before returning any item — we work with fulfillment partners and will provide you with the correct return label and return address after confirming your order is eligible. Items sent back to us without first requesting a return will not be accepted.
Once your return is approved, we'll send you a prepaid return label with the supplier's return address, along with instructions on how and where to send your package. Please use ONLY the return label we provide and do not arrange your own shipping. Keep your tracking number for reference, as we will monitor the return shipment on our end as well. We typically respond within 24-48 hours of receiving your request.
You can always contact us for any return question at its.us.hq@gmail.com.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. Please include photos of the damage or defect when reaching out. We'll provide a prepaid return label at no cost to you, and you'll receive a full refund including original shipping costs, or a replacement item. If you received the wrong item, please contact us within 7 days of delivery and we'll send you the correct item at no additional charge and refund any price difference if applicable.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned. For health and safety reasons, we do not accept returns on opened food, treats, or supplements, grooming products that have been used or opened, or perishable goods. We also cannot accept returns on custom products (such as special orders or personalized items), items marked as "final sale" or "clearance," or gift cards. Please get in touch if you have questions or concerns about your specific item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. This ensures you get your preferred item as quickly as possible.
European Union 14 Day Cooling Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. Once the supplier receives and inspects your return, refunds are processed within 1-3 weeks. If approved, you'll be automatically refunded on your original payment method. Please allow an additional 5-10 business days for the refund to appear in your account, depending on your financial institution. Original shipping costs are non-refundable unless the return is due to our error (damaged, defective, or wrong item).
If more than 3 weeks have passed since the supplier received your return and you still haven't received your refund, please check your bank account again, contact your credit card company or bank as processing times may vary, and if you've done all of this and still haven't received your refund, please contact us at its.us.hq@gmail.com.
Contact Us
Questions about returns or refunds? We're here to help!
Email: its.us.hq@gmail.com
Phone: (720)-618-5131 (Monday-Friday, 9am-5pm MST)
Response Time: Within 24-48 hours
Your satisfaction is our priority. We stand behind the quality of our products and want to ensure your pet gets exactly what they need. Thank you for shopping with Vetted!