Everything you need to know
Orders & Purchases
What makes Pet Refined® different?
What makes Pet Refined® different?
Our focus on Siberian-sourced ingredients, freeze-dried technology, and Non-GMO recipes sets us apart.
Is freeze-dried food better?
Is freeze-dried food better?
Freeze-dried food retains more nutrients compared to traditional processing methods.
Is it suitable for all pets?
Is it suitable for all pets?
Yes, our recipes are designed to support pets of different sizes and activity levels.
Do you use artificial additives?
Do you use artificial additives?
No. We avoid unnecessary artificial ingredients and fillers.
Returns & Exchange
What is your returns policy?
What is your returns policy?
We offer a 30-day return policy for most products. Items must be in their original condition, unused, and with all packaging intact. Please refer to our Returns Policy page for more details on eligible products.
How do I initiate a return?
How do I initiate a return?
To start a return, contact our support team with your order number and reason for return. We’ll provide detailed instructions, including where to send your item.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
Yes, exchanges are available for most products within 30 days of receipt. Simply let us know the item you’d like to exchange for, and we’ll guide you through the process.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we receive your returned item, processing typically takes 5-7 business days. Refunds will be issued to your original payment method, or the exchanged item will be shipped promptly.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
Shipping typically takes 3-5 business days after your order is processed. In total, you can expect to receive your order within 7-10 business days. Delivery times may vary depending on your location and the shipping method chosen at checkout.
Do you offer expedited shipping?
Do you offer expedited shipping?
Yes, we offer expedited shipping options at checkout. Delivery times for these services are faster, typically within 1-3 business days after processing. Additional charges may apply.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order hasn’t been processed yet, you can contact our support team to update your shipping address. Once the order is shipped, we’re unable to make changes.