FAQs
How long will it take to receive my order, and what are the shipping costs?
We offer standard, expedited, and overnight shipping options. Standard shipping typically takes 3-5 business days, expedited shipping takes 2-3 business days, and overnight shipping ensures next-day delivery. Shipping costs vary based on the weight of the order and the selected shipping method. Orders over $150 qualify for free standard shipping.
What is your return and exchange policy?
We do not offer exchanges, but we accept returns within 30 days of purchase. Products must be in their original packaging and in new, unused, and unopened condition. To initiate a return or exchange, please contact our customer service team with your order number and reason for return. We'll provide you with a prepaid return shipping label. See here for a full description of our Shipping, Exchanges, and Returns policy.
Can I change or cancel my order after I've placed it?
Please email us at yana@theheartypaw.com with your order number within 24 hours to find out if there is still time to modify or cancel it.
Can I change or cancel my subscriptions?
Please email us at yana@theheartypaw.com with your order number to change your subscription plan.
How do I edit my account information?
You can make edits to your account information by selecting your name on the top right corner of the browser, selecting "My Dog's Profile," and scrolling down to the end of the page to "Edit Profile." From there, you can make changes to your quiz answers which are linked to your profile.
I forgot my password, how do I reset it?
You can reset your password by clicking the "Account" button on the top right corner of your browser and selecting "Forget your password?" which will then prompt you to enter your email address. You will then be sent a link to reset your password. If you do not have access to your email address, we recommend you reach out to yana@theheartypaw.com or you can also create an additional profile using a separate email address.
