Refund policy

Refund & Return Policy

Last Updated: May 21, 2026

At Dylan's Pet Food, your dog's happiness is what we're all about. If your dog isn't enjoying our food or you're not satisfied with your order, we want to make it right.

OUR 30-DAY SATISFACTION GUARANTEE

We stand behind every box. If you're not satisfied with your purchase for any reason, you have 30 days from your delivery date to request a refund or recipe adjustment by contacting our customer support team at customersupport@dylanspetfood.com or by calling (619) 730-0210.

FROZEN PRODUCT CANNOT BE RETURNED

Because our food is frozen-fresh and shipped on a strict cold chain, we cannot accept physical returns of any product once it has been delivered. This is for the safety of all of our customers and their dogs — once food has left the cold chain, we have no way to verify its safety for resale or donation. This is the same approach taken by every leading fresh and frozen pet food brand.

HOW REFUNDS WORK

If your dog doesn't love their food or you're otherwise unsatisfied within 30 days of delivery, here's what we can do:

- Recipe swap: We'll send you a different recipe at no additional charge so your dog can try something new.
- Refund: We'll issue a refund to your original payment method. We ask that any unused, unopened food be donated to a local animal shelter or rescue rather than discarded. (You don't need to send it back to us, and you don't need to provide proof of donation.)
- Credit toward future orders: If you'd prefer, we can apply the refund as a store credit toward future orders.

Refunds are typically processed within 3-5 business days after approval and may take an additional 5-10 business days to appear on your statement, depending on your bank or card issuer.

DAMAGED, DEFECTIVE, OR INCORRECT ORDERS

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at customersupport@dylanspetfood.com with your order number and a photo of the issue. We'll either send a replacement at no additional cost or issue a full refund — your choice. There is no shipping cost to you for replacements of damaged, defective, or incorrect orders.

SUBSCRIPTION CANCELLATIONS

You can pause, skip, or cancel your subscription at any time through your account dashboard at www.dylanspetfood.com. Cancellations made before your next billing date will prevent any future charges. Orders that have already been processed cannot be canceled, but they remain eligible for the 30-day satisfaction guarantee described above.

HOW TO REQUEST A REFUND OR RETURN

To request a refund, recipe swap, or report a damaged order, contact us with your order number and a brief description of the issue:

Email: customersupport@dylanspetfood.com
Phone: (619) 730-0210

Our customer support team typically responds within 1 business day.

CONTACT

Dylan's Pet Food, Inc.
3940 Hancock Street, Suite 111
San Diego, California 92110
customersupport@dylanspetfood.com | (619) 730-0210