Return & Refund Policy

Effective Date (date last updated): 19 March 2022

1. Replacement assistance

If you received damaged products, please contact us at support@prancypets.com and provide a photo of the products that you received to confirm the condition of your order. Our team will provide replacement assistance if applicable.

If your order experienced problems with shipping or delivery, please reach out to our Customer Support team via phone or email.  To receive timely assistance, please have your order number and full shipping address handy.

Please contact us regarding any assistance you require within thirty (30) days of your order’s purchase date. After thirty (30) days we are unable to guarantee that return, refund, or replacement assistance can be offered to remedy the order issue you experienced.

2. Return Eligibility

We only accept the return of one-time purchases and subscription orders. The product(s) must be unopened and returned within thirty (30) days of its delivery, as indicated by its tracking information.

We do not accept the return of free trial orders. This is because our free trial promotion is offered at the cost of shipping while the products are free.

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. 

3. Return Policy

To receive a refund, your return must be received by our returns department within thirty (30) days of the day you received the order.

Please return your unopened item(s), securely packaged, along with the original packing slip to our warehouse in accordance with the guidelines below. 

Prancy Pets Returns
11551 E. 45th Ave, Unit C
Denver, CO 80239

*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).

Step 1

Check if your order meets all the conditions for returning and getting a refund.

Step 2

Choose a carrier service and pay the cost of return shipping.

Support icon

Step 3

Email us at support@prancypets.com with your returned shipment receipt showing our warehouse as the destination.

Step 4

We process your refund, which may take up to 5-10 business days to return to your original payment method.

4. Refund Timeline

Once our support team confirms that your return has been processed, the funds may take up to 5-10 business days to return to your original method of payment. This is a standard banking time frame and will vary depending on your financial institution.

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.

5. 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 30-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 through your Prancy Pets account or by sending in a subscription cancellation request via email to our Customer Support team.

6. 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.

7. Order Cancellation

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.