Refund policy

BioPup Refund & Return Policy

At BioPup, we truly care about your pet’s well-being and your experience with our products.

We offer a fair policy designed to encourage real results, while ensuring peace of mind and trust for our customers.

Our 90-Day Satisfaction Guarantee

We genuinely believe in our product’s potential and offer this guarantee: If you've used the product as directed for at least 60 days and see no improvement by day 60, we’ll gladly refund your purchase provided you meet the guidelines below. We ask this because many dogs show noticeable improvements within 3-8 weeks, and we want to help ensure they truly get the chance to benefit. You can request a return/refund past 60 days of first order delivery date but within 90 days based on 90 days guarantee.

1. Policy Scope & Limits

Our refund policy applies to first-time purchases or first-time subscription orders (first order delivery) for personal use only. Bulk, repeat orders/deliveries, or gift orders are not eligible for a refund.

Shipping and handling fees are non-refundable. Once your package is confirmed delivered, BioPup is not responsible for lost or stolen items, please process these claims with the shipping carrier (see tracking information in delivery notification email).

When returning items, we recommend using a trackable service to protect your shipment as we cannot be responsible for lost returns.

2. Eligibility & Timeframe

To qualify for a refund, you must request it within 90 days of delivery. Your order must be the first time you have tried the product, and you'll need to provide:

Proof of purchase (order confirmation email or receipt)

Empty packaging of all used product to show the product was given a full chance to work for your pet for at least 60 days

Any unopened and fully sealed products after trying BioPup for at least 60 days

After the first order delivery of a product, any subsequent orders including reoccurring auto ship orders are non-refundable unless made within 90 days of your first order as part of your trial period. If you have purchased multiple products at once, refunds are considered individually.

We reserve the right to offer store credit instead of a refund if we detect abuse of this policy.

3. Palatability Consideration

We understand some pups may be exceptionally picky eaters! If your dog is hesitant, try these gentle tips:

• Crumble the soft chew into a spoonful of plain yogurt, cottage cheese, pumpkin puree or mix it with favorite dry or wet food.

• Use a light coating of peanut butter, cream cheese, or unsalted meat paste to encourage acceptance.

We’re happy to guide you through these tricks so simply reach out to customerservice@biopup.com for more great tips!

Note: Refund requests based on palatability concerns (in case if dog doesn’t like the flavor) will be handled on case-by-case basis. We reserve the right to deny refunds based on palatability issues.

4. Exceptions for Special Situations

We know life happens. In rare cases, such as a documented medical event that prevents your pet from being able to use our products, we’re here to help. Please let us know, and we will happily consider store credit or a refund with kindness and understanding.

5. Non-Refundable Purchases

Sorry, but we can’t issue refunds for:

• Shipping costs

• Orders beyond your first time trying the product

• Accidental or neglected renewals or late cancellations of the subscription (auto-ship) orders

• Returns missing empty packaging

• Sale, promotional, bulk purchases, or final-sale items

• Products bought through other retailers (e.g., Amazon, Chewy), please check their return policies

* Refund requests based on palatability concerns (in case if dog doesn’t like the taste of the chews) will be handled on case-by-case basis. We reserve the right to deny refunds/returns based on palatability issues.

6. Damages & Defects

If your order arrives damaged or defective, please email us within 7 (seven) days with photos of damaged products.

We’ll quickly replace or refund the product and cover return shipping.

7. Adverse Effects

Our products are proudly made in a GMP- and NSF-certified facility in the United States and undergo regular safety and quality testing. While we take every precaution to ensure product quality, we understand that each dog is unique and may react differently to certain ingredients. If your dog experiences any adverse effects, we recommend contacting your veterinarian right away.

If you need to request a return or refund due to an adverse reaction, please follow these guidelines:

Contact us within 30 days of the delivery date of your first order, providing order number and lot number stated on the packaging.

Subscription renewals and repeat non-subscription purchases are not eligible for return or refund unless veterinary documentation is provided, confirming that the adverse reaction is linked to a specific lot or batch of our product.

8. Legal Disclosure & State Compliance

We comply with all U.S. state laws requiring clear policy display, as required in:

• CA, CT, FL, HI, MD, MA, MN, NJ, NY, OH, RI, UT, VA

Our policy is displayed clearly before checkout, in emails, and in the site footer.

9. Processing Time

Once approved, refunds are issued back to your original payment method within 15 business days.

Need Further Assistance?

For any questions regarding our return policy or to request a return, please contact us at customerservice@biopup.com. Our support team is happy to assist you!