We include a verified invoice in your order where we mention if any items not included due to unavailability. We also write the total weight of the parcel on the shipping label after sealing. In case of any discrepancies, you are required to share the photos of invoice and shipping label.

missed or incorrect product: in case of missed/incorrect product(s) please email/dm the photos of invoice, shipping label. Refund will be issued within 2-3 business days. IF you prefer the item instead of refund, Fresh item will be sent along with next purchase. Without the invoice and shipping label, we will not be able to help with the claim. If you claim for any missed item(s) though the invoice says it’s included, you need to send us a proper unpacking video to claim a refund/replacement.

Broken product: We always insulate treats/fragile orders with double/triple padding, we don't refund if it is mishandled during transit and arrive broken. You can upgrade to a boxed parcel to avoid. 

discrepancy in properties: it is impossible to control the consistency of shape, color, texture, notes and tone. Different batches from different suppliers during different seasons tend to change in properties. We do not issue refund for such discrepancies. Additionally, items we carry tend to change if exposed to different temperature/humidity and it absorb its surrounding scent, so we highly recommend you to air them out in sunlight.  

Expect the unexpected: please be aware our product are naturally occurring, you will find tiny crystals, roots, small pebbles, iron formations, even fossils. We try to make most of the treats in house. Additionally, we outsource treat raw materials and ready made treats to meet the demand. Such treats are made in bulk and often not in a well protocoled facility. in spite of supplier’s assurance on sanitary measures unwanted materials like plastics, metals, fibers, threads, paper, roots, hair, stones, etc, (though reduced noticeably) end up in your order. in such unfortunate situation please share a valid photo and refund (or replacement along with your next order) will be issued. we will not be able to issue a refund without a valid photo.

Parcel returned to seller: we keep track of all the orders and notify you on the day of delivery. However once you receive the tracking number, it is your responsibility to track it and be available in the given address on the day of delivery. If you are not available to receive, please call post office to reschedule or arrange to pick it up. It is very important you provide full and correct delivery address. Sometimes your order might return back us due to exceptions like - recipient not found / insufficient address / Postal error etc. In such cases, we will notify you and you can choose it to be resent by paying for re-shipping or get a refund (minus the shipping cost, PayPal Fee if applicable and packing&handling charge 10%) once the parcel is returned back to us.

Parcel lost in transit: rarely your parcel might get lost during transit especially during holiday seasons. In such unfortunate situations where you do not get your order delivered after its accepted by usps, please call your local post office and raise a lost parcel complaint to usps as all parcels we dispatch are insured. we do not issue refund. Parcels are insured for the value $50, we can insure it for more with additional cost.

cancel/change order: You can cancel any order on the same day of placing without any charges. Cancellation any later, will deduct 10% of the total order cost from the refund as your order would already be under processing. You can change/add to your order before dispatch notification. Such Changed order will take an extra day to dispatch.

Delays in usps processing or delivery: We notify through email your tracking details immediately after your order is either dropped in drop box or picked up by USPS, a transit point from where we do not have control on the speed of processing or delivery. USPS is often understaffed and delays processing during high mail traffic, so plan your orders accordingly. we are located in east coast so delivery to farther states take longer than other states. your patience is appreciated while we are looking into fixing this problem permanently. 

shows delivered but not delivered: 1. to adhere priority mail timelines usps sometimes skip the gun and updates the status as delivered but actually deliver it the next business day. 2. they mistakenly deliver to your neighbors. 3. delivered correctly but gets stolen. in any of such case it is wise to call your local post office and inquire. we do not issue refund.

Dispute and Review channels: we as a team work hard to give you the best products and services. In case of any concerns please email/dm us, we usually reply within next business day and allow us Enough time to resolve. Please use proper channel to raise any concern. We will not deal with any concerns/disputes posted outside our channel. Please remember almost anything can be resolved just by an email/dm.