Refund policy
RETURN & REFUND POLICY
Last updated: May 2026
Our commitment
We stand behind every PureGnaw chew. If something isn't right with your order, we want to know.
Opened or used products
For the safety of all dogs and due to the consumable nature of our products, we are unable to accept returns or exchanges on opened or partially used chews.
Damaged or defective products
If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery at hello@puregnaw.com. Please include:
- Your order number
- A description of the issue
- Clear photos of the product and packaging
We will review your request promptly and, if approved, issue a refund or send a replacement at no cost to you.
Refund timeline
Approved refunds are processed to your original payment method within 5–10 business days. Depending on your bank or card issuer, it may take an additional 1–2 billing cycles for the refund to appear on your statement.
Order cancellations
If you need to cancel an order, contact us at hello@puregnaw.com as soon as possible. We process orders quickly, so cancellation is only possible if the order has not yet shipped. Once an order has shipped, it cannot be canceled.
Lost shipments
If your tracking shows delivered but you have not received your order, please first check with your neighbors and local carrier facility, then contact us within 14 days of the marked delivery date so we can help resolve it.
Questions
For any return or refund questions, email hello@puregnaw.com.