Hello Pets Return & Refund Policy
We would like you to feel good and at ease shopping with Hello Pets. If something is not quite right, we are always here to help.
Our Policy at a Glance
Short and simple. The details are right below.
Unopened and unused products can be returned within 30 days of purchase.
Once your return is received and approved, we process your refund within 3 business days.
If an order arrives damaged, thawed or wrong, tell us within 48 hours with a photo.
What We Can Take Back
We want you and your pet to be happy with every order.
Unopened products
- Returned within 30 days of purchase
- In the original packaging
- Unused and in resellable condition
A pet that will not eat it
It happens, and we understand. If your pet does not take to a food, we can offer store credit or an exchange on a bag that is at least half full, within 14 days of purchase. Just bring it in or get in touch.
Raw and frozen food
For food safety, we cannot take back raw or frozen food once it has left our freezers. If it arrives damaged, thawed or is not what you ordered, contact us within 48 hours with a photo and we will replace it or refund it.
Defective or damaged items
If something is defective, damaged or the wrong item was sent, please contact us and we will make it right. We will cover the return cost in these cases.
Exchanges
Exchanges are available for eligible items within 30 days. If we do not have the item you want in stock, we can issue store credit or a refund.
How to Start a Return
Four easy steps, and a real person is on the other end.
Contact us
Email us or give us a call and share the details below.
We reply
We will send you instructions on how to proceed.
Send or bring it
Ship it back or drop it off at the shop on Dutch Village Road.
Get your refund
Refunds go back to your original payment method within 3 business days of approval.
Return shipping costs
Customers are responsible for return shipping costs unless the item is defective or the wrong item was sent. In those cases, Hello Pets will cover the return cost. Refunds are issued to the original payment method once the returned product is received and approved.
Not Sure if Something Qualifies?
Just ask. We are a small local shop and we would much rather talk it through with you.
Call 902-425-4150 or email hellopets.hfx@gmail.com