100% Satisfaction Guarantee

At Freezbone, we are committed to providing products that both you and your dogs will love. If, for any reason, you're not satisfied with your purchase, we offer a 100% Satisfaction Guarantee. We want to ensure a hassle-free return process and provide you with an experience that exceeds your expectations. Please read the following return policy carefully:

Return Eligibility

• Condition of Return: To qualify for a return, items must be in their original condition, unused, and in original packaging.
• Non-Refundable Items: Some items, such as those purchased on clearance or personalized products, are non-refundable. Additionally, products purchased with a discount may not be eligible for a refund.
• Fillers: Freezbone's filler products are non-refundable under any circumstances.
• Evidence of Use or Damage: If the product has been used, we may offer a partial refund, depending on the condition and situation. Please submit photos of the item along with the reason for the return for evaluation.

Return Process

1. Submit a Return Request: To initiate a return, please fill the form in the bottom of this page within 30 days of receiving the product. In your return request, please include: 
   • A clear photo of the product         
   • The reason for the return.
2. Qualified Returns Only: We will provide a return shipping label only for qualified returns.  To determine if your return qualifies, please ensure it meets our return eligibility that was mentioned above.
3. Return Shipping Label: If your return qualifies, we will send you a prepaid return shipping label. A fee of $6 will be deducted from your store credit refund for the label.
4. Processing Time: Returns are typically processed within 7-10 business days from receipt of the returned product. You will receive an email confirmation once the return has been processed.

Store Credit Refund

• Refunds: Returned items are eligible for a store credit refund. Store credit refunds exclude the original shipping costs.
• Store Credit Validity: The store credit issued will be valid for 12 months from the date of issue. Store credit cannot be redeemed for cash.

International Returns

• Customs Fees: Customers are responsible for customs duties, taxes, or other import fees associated with returning products from outside the United States. These charges are not covered by Freezbone.

Important Notes

• We stand behind the quality of our products and are proud to offer only the best to our customers. If you are not fully satisfied with your purchase, we will work with you to ensure a positive resolution.
• By submitting a return request, you agree to the terms and conditions outlined above.

If you would like to request a return, please fill out the form below with the required details: