Refund policy

Return, Exchange & Guarantee Policy Introduction

Our goal is complete satisfaction for every order. To allow customers to shop with confidence we offer a “365 day Tail Wag Guarantee” on every item we sell. This guarantee has several rules and policies detailed in this document. Item specific limitations and policies will be defined on each item's product detail page. The policies outlined below are intended to be used with the specific item policies so it is important to refer to both. 

Policy Content:

  1. Self Serve Portal

  2. Refunds to Original Form of Payment

  3. 365 Day Tail Wag Guarantee

    1. Overview

    2. Important Limitations

  4. Exchanges

  5. Lost or Damaged Shipments

    1. Overview

    2. Package Protection Add-On

  6. Exceptions & Final Sales

  7. Shipping Charges

    1. Original Shipping

    2. Return Shipping Charges

    3. Unlimited Free Returns & Exchanges Add-On

  8. Liability & Other Exclusions


Self Serve Return, Refund, & Exchange Portal

We make it easy to request a return or exchange with our self-serve platform. The system will automatically walk you through the process and collect any information needed by our team. All requests need to be processed through this system and our customer service team is unable to bypass this process for you. Simply log into your store account and select the Returns Center tab to begin the process. 

Depending on the reason and other factors you will either be provided a return label immediately or your information will be manually reviewed with further instructions to follow. We typically process and respond to manual reviews within one (1) business day of receiving them. 


Refunds to Original Form of Payment

Refunds to your original form of payment is limited to 30 days from the day your order was placed. Orders over 30 days may be refunded in the form of a store credit (maddiesamerican.com gift card). 


365 Day Tail Wag Guarantee

Every item we sell is Maddie Approved & Maddie Guaranteed. We use and trust our products on our own pets and believe they are the highest quality available. In general the goal of this guarantee is that you are happy with your purchase and the product(s) are performing as intended. 

In order to provide you with an industry leading, generous product guarantee, we must include common sense exclusions and limitations. Primarily these are tailored to products that are not consumable items (ex collars, toys, etc) but it is important to reference the 365 Day Tail Wag Guarantee section of each item detail page for full details. 

As a general rule we can not guarantee an item will remain in new condition for its entire life and normal wear and tear are logically to be expected. These may include discoloration, fading, fabric wear etc. We only can guarantee your product will continue to be usable for the guarantee period. 

Please allow an appropriate amount of time for supplements to show effectiveness. Our products are super tasty but if your pet isn't going crazy for them please reach out to us and we will offer our suggestions.   

Exchanges

Easily exchange your purchase for another selection through our Returns Center. We process exchanges after they have been accepted (tracking scanned) by the return carrier. Alternatively, to speed up the processing and shipment of your exchange, we offer the ability for you to input payment information during the exchange for immediate processing. We may charge this input payment method if this option is selected and your return item does not arrive back to us or is not in the condition approved for the exchange. 

Important: All exchanges are subject to review of the product by our team when it arrives at our warehouse. The item must meet the conditions that were self reported and approved during the exchange authorization. 


Lost or Damaged Shipments
Please inspect your order upon receipt 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. Be sure to take pictures of the packaging or damage to upload. Visit the self-serve Returns Center and click the “start a claim” option to report a damaged or missing shipment. 

All claims must be submitted within 24 hours of the time of delivery. We will work with you and our shipping partners to come to a resolution. This process may take up to 30 days for review especially if the shipping partner shows the item as delivered at your location. 

We strongly recommend adding package protection to your order as we are able to process lost or damaged package claims nearly instantly when this option has been applied. 

Optional Package Protection

Enjoy peace of mind when you add package protection to your order. This easy and low cost add-on starts at $0.50 and covers lost or damaged items quickly and easily. 

Note: Our package protection offering is processed by our returns technology partner Re:Do. This is not an insurance offering and neither Maddie’s American Pet Products LLC or Re:Do are offering or in the business of providing insurance services.


Exceptions / non-returnable items

Unfortunately, we cannot accept returns on clearance items, gift cards, perishable or frozen items. These items will have a disclaimer on their product detail page. 


Shipping Charges

Original shipping charges are non refundable. Any refunds, credits, or exchanges will have original shipping charges deducted. 

Unfortunately, in most cases return shipping charges will be deducted from any refund or exchange allowance. Typically these charges will be around $5 and can often be minimized by packaging your return in the smallest possible box or envelope. 

Optional Unlimited FREE Returns/ Exchanges

We have partnered with a platform called Re:Do to provide customers with the option to add-on unlimited free returns and exchanges to their order. For a small fee (typically under $2) you can enjoy unlimited returns and exchanges for your order. Enjoy faster processing in the self-serve Returns Center portal after purchasing this option. 


Liability & Other Exclusions

Refund and liability compensation is strictly limited to the purchase price of the item in question. Customer assumes all risk of loss and responsibility for proper use of the product.