Refund policy

We want you and your pup to be extremely happy with your Opal Pets order! We have a 14 day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase including your order number.

To start a return, please email us at hello@opalpets.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that customers are responsible for return shipping costs.

Returns and refunds on orders over $150 are subject to the Opal team's discretion. Please note that we do not require a signature for delivery.

Subscriptions

If you have an active recurring order subscription, you will receive a reminder email 3 days before your recurring repopulates and ships out to you. Please be sure to edit, pause or cancel your order before it processes to avoid receiving subscription shipments that you don't want or need. We are not able to cancel subscription orders once they process and ship to you. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
We cannot accept returns on opened canisters. Please contact us with any issues on your order and we are more than happy to help! We cannot accept returns on orders of gift cards.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post your refund.