Return Policy

If you or your pet aren’t completely satisfied with our food under the below condition, please let us know, and we’ll try to put things right.

We can ONLY arrange an exchange or issue a refund of the purchase price of the item(s) for any unopened product within 10 days of purchase under these circumstances:

Delivered goods in unfavorable condition due to product handling prior delivery. We are not responsible for any Loss / Defects caused by third party / delivery partners.
Wrong items / order delivered.
We only accept unopened bags with the seal intact. We have the rights to decline any form of exchange or refund if Products are returned in unfavorable condition.
All refunds will be made to your store credit.

We are NOT able to exchange or issue a refund IF:

Your pet is not used our food or does not like the taste. We understand that they could be picky sometimes and it’s completely normal. We strongly suggest to gradually transition your pets current food to Supawfood slowly. Be in touch with our team members to help you with the transitioning process!
If you have a change of mind / suspects your pet has allergy or sensitivity after your order has been delivered to you. You are responsible to decide what may or may not work out for your pet. You may check with our team members to make adjustments to your order if you have placed an order but the order is still under processing / not delivered.

All returns / exchange are done at the cost of the customer.

If you purchased from a retailer, please go to the retailer to make the return.

If you purchased directly the Site in the past 10 days:

Please email [email protected] or WhatsApp us to obtain approval before returning any product.
Ship the product back to us in its original packaging, if possible.
Once we receive the product, the product will be inspected. If the product seal is intact and in good condition, we will credit the payment method initially used to make the purchase.
Please allow up to 6-10 business days for your return to be processed from the time we receive the returned product. Some payment methods take longer than others for the refund to show up after we have issued it.

Exchanges:

We can exchange any item(s) that is unopened.

To exchange an item:

Reach out to [email protected] and let us know your order #, the product, size, and quantity you’d like to exchange your current order for. Please include your reason for the exchange as well.
Customer Service will create an exchange order with the same shipping speed used on your original item. We will provide a mailing label in a separate email to send your original item back. All exchanges are done at the cost to the customer. Return the original item within 30 days to avoid being charged for both the original and exchange items.

If the item you’re exchanging costs less than your original purchase, we’ll refund you the difference. If the new item costs more, we’ll charge you for the difference in price.

We will need to have your payment method on file and your expressed consent to charge your card for the 2nd item shipped if the other item is not returned to us within 30 days.

Cancellations or Modifications:

Cancellation or modification requests for an order can be made if it has not been sent out of our warehouse. If the request is made after the order leaves the warehouse, the return procedures will need to be followed upon receipt of the merchandise by the customer.
Please note that our order fulfillment and shipping systems are designed to get orders on their way quickly and efficiently. Therefore, once the order has been sent out of our warehouse, neither you nor our customer service staff will be able to cancel or modify it. We are not responsible for orders that cannot be canceled or changed after an order has been submitted.

Lost or Missing Packages:

All items purchased from Supaw Food are made according to a shipment contract, meaning that the risk of loss and title for such items pass to you upon our delivery to the carrier.

*This policy is subject to change without notice.