Satisfaction Guarantee
Your pet will love it, or we’ll cover it – guaranteed.
Try any Vital Essentials product. If your pet is not all the way obsessed, simply return it to your retailer for a refund or an exchange – simple as that.
HOW IT WORKS
Step 1: Pick something delicious: Freeze-dried, frozen, treats, mixers, nibs, you name it. Any Vital Essentials product is covered.
Step 2: Let them try it: Serve it up. Watch the reaction. If they aren’t into it, we want to know.
Step 3: Not a fan? Tell us: Email us within 30 days with your receipt and we will refund your purchase. That’s it. No bowl-cam evidence required.
The Details
What if my pet just doesn’t like it? Most pets can’t resist our premium Butcher Cut Protein. We also understand that each pet is an individual and has their preferences. If your pet isn’t obsessed, simply contact your retailer for a refund or exchange.
Does this work if I bought it from my neighborhood pet store? Absolutely! Simply return to your retailer with a receipt within 30 days of purchase for a refund or an exchange. We cover these returns, so your store isn’t losing any money – we just can’t accept the return directly if it was purchased elsewhere.
What if I bought online? Online orders are covered by our guarantee, as long as you purchased through an authorized seller. If you ordered directly through our website, just reach out to our Consumer Care team within 30 days with your order number and we’ll refund your purchase right away. If you ordered through Chewy or Amazon, please reach out to their teams for a refund. Please note that third party Amazon retailers and eBay sellers are not authorized retailers of Vital Essentials products and are not covered by our guarantee.
How do I know if my Amazon purchase is covered? Amazon is a marketplace, which means third party sellers can create storefronts to sell items. Unfortunately, we cannot control third party sellers offering Vital Essentials products without authorization, so please look for a statement on the product page that says “Ships from and sold by Amazon.com”. This indicates that it is sold directly by Amazon, which is the only authorized seller of Vital Essentials products on their marketplace. If you’re ever unsure, send our Consumer Care team a link before purchasing and they’re happy to check for you!
How fast will I get my money back? If you purchased directly through our website, your refund should be posted to your original payment method within 1-3 business days. If you purchased through Chewy, Amazon, or a local pet store, refund timeline may vary.