Refund policy
Last Updated: May 26, 2026
We’re Here to Make Things Easy
Whether you’re starting a return or have questions about a refund, we’ve got you covered. And if anything feels unclear, our Customer Care team is happy to help.
Available by phone (855-326-4625) Monday through Friday: 10am – 5pm EST
Available by email (customerservice@earthanimal.com) with responses typically within 24–48 hours.
Returns & Exchanges
Our Promise: 100% Satisfaction Guaranteed
If you or your pet aren’t completely happy with your purchase, we’ll make it right with a refund or replacement, no hassle. Whether the bag arrived damaged, your dog turned up their nose, or you simply ordered the wrong size — we’re here to help.
Return Window
You have 6 months from your order date to request a return or replacement. We promise 100% satisfaction guaranteed — if you or your pet aren’t completely happy with your purchase within that window, just reach out to us and we’ll take care of the rest. Proof of purchase is required.
How to Start a Return
Online orders from earthanimal.com: Email us at customerservice@earthanimal.com, call 855-326-4625, or reach out through our Contact page. Please include your order number and let us know what’s going on — we’ll take it from there.
Purchased somewhere else? Our satisfaction guarantee still applies, but you’ll need to contact the retailer where you made your purchase to process the return. If you have an issue with a retailer, please contact our customer experience team for help.
Product Condition
Good news: your product doesn’t need to be unopened. If your pet tried it and didn’t love it, that’s okay — we’ll still accept the return.
Return Shipping & Fees
You won’t pay for return shipping or restocking fees. In some cases, we may ask you to keep the product or donate an unused product to a local animal shelter or rescue instead of shipping it back. We’ll let you know if that’s an option.
Exchanges
The fastest way to exchange an item is to return the original product and place a new order for what you’d like instead. Once we process your return, we’ll issue your refund.
Subscriptions
Need to pause, skip, or cancel a subscription? See our Purchase Options Cancellation Policy, or reach out to our team for help.
Refunds
How Refunds Work
Once your return is approved, we’ll refund your original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or credit card company. Please note that original shipping charges and applicable taxes are non-refundable.
Gift Cards
Gift cards are non-returnable and non-refundable. If you used a gift card to make a purchase and are eligible for a refund under our satisfaction guarantee, the refund will be applied back to your gift card. Gift card refunds do not include original shipping charges or applicable taxes.
Non-Returnable Items
We cannot accept returns on gift cards.
Damaged or Incorrect Orders
Please inspect your order when it arrives. If something is damaged, defective, or just plain wrong, contact us right away at customerservice@earthanimal.com and we’ll make it right — whether that means a replacement, refund, or both.
Questions?
Our Customer Care team is here Monday–Friday, 10am–5pm EST.
Email: customerservice@earthanimal.com
Phone: 855-326-4625
Earth Animal
230 East Ave. Suite 104, Norwalk, CT 06855
