Our promise

We want tails wagging. If something isn’t right, we’ll make it right—quickly and fairly.

What’s eligible

• Damaged, defective, or wrong item — Report within 7 days of delivery with photos and your order number. We’ll replace or refund.
• Unopened products — Return within 30 days of delivery for a refund to your original payment method. Seals must be intact; packaging in resellable condition.
• First-Order Taste Guarantee (one time per household) — If your dog doesn’t love their first bag, contact us within 30 days. We’ll issue store credit for the item price—no return needed. (Excludes bulk, wholesale, and clearance.)

What isn’t eligible

• Opened food items (except the First-Order Taste Guarantee).
• Items marked Final Sale, short-date, or custom.
• Returns requested after the windows above.
• Products not purchased directly from titostreatsorganics.com.

How to start a return

1. Email [email protected] with subject Return Request – Order #[12345].
2. Include photos (if damaged), product name, and the batch/lot code from the bag.
3. We’ll reply with instructions and, if applicable, a prepaid label or a returnless resolution to reduce waste.

Shipping costs

• We cover shipping for damaged/defective/wrong items.
• For change-of-mind returns, the return label cost is deducted from your refund (or you may use your own trackable method).

Refund timing

Refunds/credits are processed within 3–5 business days after we confirm the resolution. Your bank may take additional time to post the credit.

Exchanges

Need a different flavor or product? Start a request as above—we’ll process as a return + new order or offer store credit so you can reorder fast.

Gifts

If you received a gift purchased on our site, we can issue store credit to you once the return is approved.

Bundles & promos

Returning part of a bundle or BOGO may reduce your refund to reflect the kept item(s) at their non-promotional price.

Subscriptions

You can skip, pause, or cancel any time before your next charge in your account. Charges already processed follow the policy above.

Delivery issues

• Wrong address / refusal / unclaimed packages: we’ll refund the product price minus round-trip shipping once the carrier returns it to us (unopened condition).
• Carrier delays or porch theft: we’ll help file a claim; replacements are case-by-case.

Quality & safety

We’re small-batch and traceable. If you suspect a quality issue, stop feeding, note the lot code & best-by, and contact us immediately with photos. We’ll investigate and prioritize your replacement/refund.