Returns & refunds.

Cancellations

You can stop future subscription renewals through Manage subscription. New subscriptions prepay two monthly deliveries. Turning off renewal does not cancel either prepaid delivery or automatically refund it. The cancellation, returns and quality protections below still apply; contact us for help with a prepaid delivery.

You can cancel an order for a full refund within 12 hours of purchase, as long as it hasn’t shipped yet. Email us at bonafidepetscompany@gmail.com with your order number. Once an order has shipped it can’t be cancelled, but the return options below may apply.

Returns and exchanges of unopened treats

Unopened, unused treats may be returned for a refund or exchanged within 14 days of delivery, as long as the packaging is intact and the treats have been stored as directed so their safety and quality aren’t compromised. Email us before sending anything back and we’ll explain the next steps. Because these are food products, we can’t accept returns of opened packages.

Opened treats and quality concerns

Opened or partly fed treats aren’t eligible for a standard return or refund. If you believe something is genuinely wrong with the quality of a product, please email us with your order number, a description, and photos of the treats and packaging. We take quality concerns seriously and will review each one.

Damaged or compromised deliveries

If your order arrives damaged, or the packaging is torn, opened or otherwise compromised, email us within 3 days of delivery with photos of the package and its contents. We’ll offer a replacement or a refund.

Missing packages

If tracking shows your package as delivered but you can’t find it, please check around your home and with neighbors and household members, and allow 2 days. If it still hasn’t turned up, email us within 14 days of the delivery date and we’ll arrange a replacement or refund as appropriate.

Wrong item received

If we sent the wrong item, email us with your order number and a photo of what arrived. We’ll ship the correct item at no extra cost. You don’t need to send the treats back.

Custom pet portraits

Portraits are made to order from your photos and delivered within 24 hours after payment is confirmed. If you’d like a change or there’s a problem with your portrait, email us within 30 days of delivery and we’ll work with you on it.

How refunds are paid

Approved refunds go back to your original payment method. They usually appear within 5–10 business days, depending on your bank or payment provider. For buy-now-pay-later purchases (such as Klarna or Affirm), the provider adjusts your plan according to its own terms.

Questions?

Email us at bonafidepetscompany@gmail.com. Bonafide Pets is operated by Bonafide Group LLC, Seattle, Washington.