Last updated May 03, 2021

RETURNS

Thank you for your recent purchase. We understand there may be occasions where you order items in error. That is why we offer a thirty (30) day return policy, so if for any reason you change your mind about your purchase, you can return it, unopened (including the safety seal under the lid), in its original condition, within thirty (30) days of the date you received it and receive a refund. The refund does not include the original shipping & handling costs charged to send the item(s) to you, or return shipping costs. Please note, we are not responsible for lost returns. We strongly recommend shipping your return with tracking to ensure it makes it back to us, otherwise we will not be able to issue a refund on your item(s).

To make a return, please email our customer success team at support@prancypets.com to receive a RMA (Return Merchandise Authorization) number. Please write the RMA number provided to you by customer support on the outside of the package and mail your return to the address listed below. Your return must be received by our returns department within thirty (30) days of the date you received the order. Please return the item(s) securely packaged to the following address:

PRANCY PETS, LLC
Attn: Returns
210 N Missouri Ave #3369
Lakeland, FL 33815

Prancy Pets is the sole manufacturer and distributor of these products. Any applicable policy only applies to purchases made directly from Prancy Pets. Unfortunately we cannot apply our policy to products purchased from an unauthorized retailer. If you have any questions, please contact our customer success team via email at support@prancypets.com

REFUNDS

Once we receive your return, please allow up to fourteen (14) days to process the return and issue a refund. Please keep in mind that per our return policy, you are responsible for return shipping costs. The refund does not include the original shipping & handling costs and a 15-25% restocking fee will be deducted from your refund amount. We will send you an email notifying you once the return has been processed and the exact amount of your refund.

Prancy Pets may assess the restocking fees and return shipping costs against the customer’s account or deduct the fees from the refund amount on all returns, subject to the Returns Policy. Prancy Pets reserves the right to adjust the value of any item returned for refund to reflect its current market price, in which case the restocking fee will be applied after this adjustment.

FREE TRIAL POLICY

Free trial orders are non-refundable. Our free trial promotion waives the price of the trial products and is offered at the cost of shipping. The default free trial period is 30 days starting on the free trial’s order date.

Each customer is allowed to redeem our free trial promotion once. Customers who redeem multiple free trial promotions are in violation with our free trial policy and will be charged in full at our subscription pricing for subsequent free trial orders.

By redeeming our free trial promotion you are agreeing to the automatic enrollment of our monthly subscription service. Your first subscription order is set to renew at the end of your 10-day free trial period. Upon your subscription’s scheduled renewal date, your default payment method on file will automatically be charged with our subscription pricing.

You can extend your free trial period or cancel your subscription at any time by submitting a subscription cancellation request via email to our customer support team at support@prancypets.com

SHIPPING & PROCESSING

Please allow up to three (3) business days (Monday through Friday) for orders to be processed before they ship.

All orders will be shipped the same day if placed before 3 PM EST, Monday through Friday, and the next business day for all orders placed after 3 PM EST. We do not ship on Saturday or Sunday, or any holidays.

PLEASE BE ADVISED THAT DUE TO COVID-19 CARRIERS ARE EXPERIENCING DELAYS. ACCORDINGLY, SHIPPING TIMES MAY TAKE LONGER THAN LISTED BELOW.

Standard Shipping – 3 to 5 business days (USPS First Class) once processed.

Priority Shipping – 1 to 3 business days (USPS Priority) once processed depending on destination.

We do not guarantee delivery dates or times.

Please note, all orders that are “Returned to Sender” due to “Insufficient Address” will be refunded. The refund does not include the original shipping & handling costs charged to send the item(s) to you.

CANCELLATIONS

When we designed our business processes and systems at Prancy Pets, our goal was to save you and your pet time by quickly processing your order. Due to the automated process our warehouse fulfills and hands off orders to our logistics partners for shipping. Therefore, we are unable to cancel an order after it has been received in our system. Please follow our return policy to receive a refund for your order.

SUBSCRIPTION CANCELLATION

If you are enrolled in an active subscription and do not want to get charged for a new subscription order, you must cancel your subscription before its scheduled renewal date. Cancelling your subscription after a renewal order has been created for you does not automatically undo the order’s creation.