Refund policy

Return & Refund Policy

Effective Date: July 14, 2026

At Big Bark Pet Supply, we want you and your pets to be happy with every purchase. If something isn't right, we're here to help.

Return Eligibility

You may request a return within 30 days of receiving your order.

To qualify for a return, the item must:

Be unused and in its original condition.
Be in the original packaging with all tags and accessories included.
Include proof of purchase (order number or receipt).

Items returned without prior authorization may not be accepted.

Non-Returnable Items

For health, safety, and hygiene reasons, the following items cannot be returned unless they arrive damaged or defective:

Opened pet food or treats
Pet supplements and grooming products
Personalized or custom-made items
Gift cards
Clearance or final sale items

Damaged, Defective, or Incorrect Orders

If your item arrives damaged, defective, or you receive the wrong product, please contact us within 7 days of delivery.

Please include:

Your order number
A brief description of the issue
Clear photos of the product and packaging

After reviewing your claim, we will offer a replacement or a full refund at no additional cost.

Return Authorization

Before returning any item, please email our customer support team for return instructions.

Email: support@bigbarkpetsupply.com

Do not send products back to the manufacturer or the address listed on the package unless instructed to do so.

Return Shipping

If the return is due to our error (incorrect, defective, or damaged item), we will cover the return shipping costs.

For returns due to buyer preference (such as ordering the wrong size or changing your mind), the customer is responsible for return shipping costs.

Original shipping charges are non-refundable unless the return is the result of our error.

Refunds

Once your returned item has been received and inspected, we will notify you of the status of your refund.

If approved, your refund will be issued to your original payment method.

Please allow 5–10 business days for your bank or credit card provider to process the refund.

Order Cancellations

Orders may be canceled within 12 hours of purchase.

Because we process orders quickly through our fulfillment partners, orders that have already been processed or shipped cannot be canceled.

Shipping Delays

As a dropshipping business, products are shipped directly from our trusted fulfillment partners.

While we strive to meet estimated delivery times, delays caused by customs, weather, holidays, or shipping carriers are beyond our control and are not grounds for cancellation or refund while the package remains in transit.

Lost Packages

If your tracking information shows your package has been lost during transit, please contact us. We will work with the shipping carrier to resolve the issue and, when appropriate, provide a replacement or refund.