Returns and Refunds Policy
All returns must be approved by Animal Grace prior to returning.
You may return most new, unopened items within 30 days of delivery for a full product cost refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). If you are returning the item for other reasons, you must pay the return shipping costs.
Shipping costs from Animal Grace to customers are not refunded if the items returned matched the order as placed and are not defective.
On exchanges (except defective products) the shipping cost of the item the customer is exchaning for will be charged to the customer.
You should expect to receive your refund within 10 days of giving your package to the return shipper, however, in 99% of cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (1 to 2 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
Shipping is free for USA orders.
We can ship to virtually any address in the world but all shipping rates noted are for the 48 contiguous states. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
When you place an order, we strive to send the item out within 24 hours. That interval may be extended if we need to contact you for clarification or to gather additional information.