Refund Policy

All sales are generally final once an order has been processed.

For health, safety, and quality reasons, we do not accept returns of opened, used, or consumable pet products.

We do not offer refunds simply because a pet does not like the product, refuses to eat it, or because individual results vary.

If your order arrives damaged, defective, or incorrect, contact us at support@bone.shop within 7 days of delivery.

Please include:

• Your order number
• A description of the issue
• Photos of the product, packaging, and shipping box

If approved, we may offer a replacement, store credit, or refund at our discretion.

If tracking shows your package was delivered but you did not receive it, please check with household members, neighbors, your building, and the shipping carrier.

We are not responsible for packages marked as delivered by the carrier, but we will do our best to help you investigate.

If a package is confirmed lost in transit before delivery, we may replace or refund the order at our discretion.

Orders are processed quickly. If you need to cancel an order, email support@bone.shop as soon as possible.

Cancellation is not guaranteed. If the order has already been processed, packed, or shipped, it cannot be cancelled.

If subscriptions are offered, you are responsible for cancelling before your next billing date.

Once a subscription order has been processed, it may not be eligible for cancellation or refund.

To cancel or manage your subscription, use your account portal or contact support@bone.shop before your next renewal.

If an order is refused, returned to sender, or undeliverable due to an incorrect address, failed delivery attempt, or customer error, shipping fees may not be refundable.

We may deduct shipping, handling, and processing costs from any approved refund.

Every pet is different. We are not responsible for allergies, sensitivities, digestive upset, or adverse reactions. Always review ingredients before use and consult your veterinarian if your pet has health concerns.

If your pet has a negative reaction, stop use immediately and contact your veterinarian.

Approved refunds are issued to the original payment method when possible. Processing times depend on your bank or payment provider.

Nothing in this policy limits any rights you may have under applicable consumer protection laws.