Refund policy
At Golden Years Pet Supply, we want every customer to shop with confidence. If there's ever a problem with your order, we're here to help. Our goal is to resolve issues fairly, promptly, and with the care you and your senior companion deserve.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, missing parts, or you receive the wrong item, please contact us within 7 days of delivery.
To help us resolve the issue quickly, please include:
- Your order number
- A brief description of the issue
- Clear photos (and, if helpful, a short video) showing the product and its packaging
After reviewing your claim with our fulfillment partner, we will work to provide an appropriate resolution, which may include:
- A replacement product
- A refund
- Another suitable resolution based on the circumstances
Returns
Because many of our products are shipped directly from trusted fulfillment partners, please do not return any item without contacting us first.
Unauthorized returns may be refused or returned to the sender.
If a return is approved, we will provide instructions for the return process.
Non-Returnable Items
For the health and safety of pets, the following items are generally not eligible for return once opened or used:
- Pet supplements and vitamins
- Treats and food products
- Grooming or hygiene products that have been opened
- Personalized or custom-made items
- Any item marked as non-returnable
Change-of-Mind Purchases
We understand that circumstances can change. If you wish to return an item because you no longer want it or ordered the wrong product, please contact us.
These requests are reviewed on a case-by-case basis. Eligibility for return or refund depends on the product, its condition, and the policies of our fulfillment partners. Return shipping costs, when applicable, are the responsibility of the customer.
Order Cancellations
Orders begin processing quickly so they can reach your pet as soon as possible.
If you need to cancel an order, please contact us immediately. Once an order has entered processing or has shipped, we may be unable to cancel it.
Refunds
If a refund is approved, it will be issued to your original method of payment.
Please allow several business days for your financial institution to process and post the refund after it has been issued.
Our Commitment to You
We value every customer and every senior dog we serve. If something isn't right with your order, please contact us before taking any other action. We'll work with you to find the best possible solution and keep you informed throughout the process.
Contact Us
If you have any questions about this Return & Refund Policy or need assistance with an order, please contact us through our Contact Us page. We're always happy to help.