At Freezbone, we stand behind every product we make. If something isn’t a perfect fit for your pup, we’ll do everything we can to make it right. Below is our updated and simplified return policy — please read carefully before submitting a request.
30-Day Return Window
Customers have 30 days from the date of delivery to submit a return request.
Requests made after 30 days are not eligible for return, refund, or store credit.
Return Eligibility
1. Condition of Return
To qualify for a return:
- Items must be unused
- In original condition
- In original packaging
2. Non-Refundable Items
The following items cannot be returned or refunded under any circumstances:
- Clearance items
- Personalized items
- Freezbone filler products (food & treats)
- Seasonal products or products purchased during seasonal discounts
These items are limited-edition drops tied to specific holidays. Once the season ends, they cannot be returned, refunded, or exchanged.
3. Evidence of Use or Damage
If an item shows signs of use, minor damage, or wear:
- A partial store credit may be offered at our discretion
- Photos and an explanation are required for evaluation
4. Store Credit, Coupons & Discounts
- All approved returns are issued as store credit equal to the amount the customer paid for the product.
(Does not include original shipping fees and minus the return label fee.)
-Store credit cannot be stacked with sitewide discounts or other coupons
- Store credit is not redeemable for cash
Return Process
1. Submit a Return Request
Fill out the form at the bottom of this page within 30 days of receiving your order.
Include:
- A clear photo of the item
- The reason for the return
2. Qualification Review
Our team will review your request based on the return eligibility rules above.
3. Return Label
If approved, we’ll email you a prepaid return shipping label.
A $6 fee will be deducted from your store-credit refund for the label.
4. Processing Time
Returns are processed within 7–10 business days after the product arrives at our facility.
You’ll receive an email once your store credit is issued.
Store Credit Refunds
- Store credit reflects the amount you paid for the product, excluding shipping fees
- Store credit is valid for 12 months
- Store credit cannot be redeemed for cash
Subscription Orders
If your subscription renews and ships before cancellation:
- It cannot be refunded
- We can issue store credit for the full order value
International Returns
- International customers are responsible for all customs duties, taxes, and import fees
- Freezbone does not cover these charges
Important Notes
We take pride in offering high-quality products your pets will love. If something isn’t right, our team is here to help you find a solution that feels fair and easy.
By submitting a return request, you acknowledge and agree to all terms listed in this policy.
