SHIPPING

Order Processing Time
All orders are processed within 1–3 business days. Once your order has shipped, you will receive a confirmation email with tracking information.

Standard Delivery
Estimated delivery time is 3–7 business days, depending on your location.

Next Day Delivery
Optimal K9 Wellness offers Next Day Delivery; however, actual delivery times may vary based on the destination. Please refer to your tracking number for the most accurate updates.

Shipping Rates
Shipping costs are calculated based on your delivery location. Orders are shipped from Long Island, New York. You can view our current shipping rates [here]. (Insert hyperlink to UPS shipping chart)

Shipping Accuracy
Please ensure your shipping information is accurate. Optimal K9 Wellness is not responsible for delays or misdeliveries due to incorrect addresses provided by the customer.

Free Shipping
We offer free shipping on all domestic orders over $50.

Courier Service
We primarily use UPS for all deliveries. 

International Shipping
Yes, we do ship internationally. Please note that international shipping rates will vary and are generally higher than domestic rates.

Perishable Items
Yes, we ship fresh, refrigerated, and frozen products. All perishable items are packaged with care to ensure quality upon arrival.

 

RETURN POLICY

Return Window
We accept returns for eligible items within 7 days of the original delivery date. Returns requested after this period will not be accepted under any circumstances.

Condition Requirements
All returned items must be in new, unused condition, and must include the original packaging and invoice. We are unable to issue refunds or exchanges for items that have been used, opened, damaged, or altered—unless the issue is due to a manufacturing defect.

Damaged Shipments
Every order is inspected and photographed prior to shipping to verify the item’s condition. If your order arrives damaged in transit, please do not return the package to us. Instead, retain all packaging materials and contact the carrier immediately to file a claim:

• UPS: 1-800-PICK-UPS

• USPS: Visit your local post office

Optimal K9 Wellness is not responsible for items damaged in transit. Claims must be made with the shipping provider directly.

Shipping Costs
Shipping charges are non-refundable. Customers are responsible for the cost of return shipping, unless the return is due to an error on our part or a defective product. We strongly recommend insuring your return shipment for protection against damage or loss in transit.

Unsatisfactory Purchases
If you ordered the wrong size, received something different than expected, or are not satisfied with your purchase, please email us immediately. Returns are handled on a case-by-case basis, but all eligibility requirements must be met.

Non-Returnable Items
The following items are not eligible for return under any circumstances:

• Perishable goods, including dog food, treats, and chews

• Used or opened products of any kind

• Custom or personalized items, such as engraved tags or custom-sized gear

• Items damaged after delivery, not during shipping

• Final sale or clearance items, clearly marked as such

• Products missing original packaging, tags, or labels

 

REFUNDS

Refund Eligibility
Refunds are issued only for items that meet our return policy criteria. To be eligible, your returned item must be in new, unused condition, and include the original packaging and invoice. Refund requests must be made within 7 days of the original delivery date. Items returned after this period will not be eligible for a refund.

Processing Your Refund
Once your return is received and inspected, you will be notified via email. If your return is approved, your refund will be issued to your original payment method within 5–10 business days. Please allow up to 7–14 business days in total for the full processing of your refund.

If the return does not meet our eligibility criteria—for example, if the item is used, damaged, missing original packaging, or otherwise disqualified—we will not issue a refund. In such cases, the item may be returned to you at your expense.

Non-Refundable Items
We do not offer refunds for the following:

• Items returned in used or damaged condition (unless due to a manufacturing defect)
  

• Perishable goods such as food, treats, and chews

• Opened or tampered products

• Custom or personalized items

• Items marked as final sale or clearance

• Products missing original packaging, tags, or invoices

• Orders requested for return or refund more than 7 days after delivery

• Shipping costs, including return shipping fees
  
  

Shipping Charges
Shipping fees are non-refundable, even if the item was returned. The only exceptions are if the product was defective or we shipped the incorrect item. In those cases, we will cover the return shipping and issue a full refund.

Damaged or Incorrect Orders
 If you received a defective item or the wrong product, please contact us immediately. We will work with you to resolve the issue promptly and ensure you receive either a replacement or a full refund.