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Returns & Gift Receipts
Frequently Asked Questions
Contact Customer Care
- US: 1-888-696-0423
- International: +1-856-537-6052
- 24 hours a day, 7 days a week
- How to Return an Item
Returns are free, fast, and easy! For customers in the U.S., excluding Alaska and Hawaii, follow these easy steps:
NOTE: Return shipments are not eligible for scheduled pick-ups by UPS.
You can also call our Customer Care team at 1-800-342-7377, or email us. (Mobile app users, tap the "Contact Us" button at the bottom of the screen.) A friendly Customer Care team member will take care of the details and email you a prepaid, printable UPS return shipping label to apply to your package.
- Return Policy
We want you to love what you've ordered, but we get that sometimes it's just not quite right for you or your family. That's why we're happy to issue a full refund or credit for any unused, unworn, or unexpired item that is returned in its original box or packaging, for up to a year after purchase. The return shipping is always free for orders shipped to the 48 contiguous United States.Here's more information about our return policy:-Credits and refunds are processed within approximately 7-10 days following the product's arrival at our distribution center.-We cannot accept returns of sexual wellness products or pet medications fulfilled by VetSource Pharmacy.-We cannot extend our return policy to resellers of our product.-Different rules apply to international returns (see International Shipping for more information) or returns from Alaska, Hawaii, U.S. Territories, APO/FPO addresses (see below for more information).
- Packing Your Return
The box that the items were originally shipped in can be reused if the sizing is appropriate.
For customers in the 48 contiguous United States, simply apply the prepaid shipping label acquired through the online return process or from our customer care team. As mentioned above, please attach the return label to your package and either drop it off at any UPS drop-off location or hand-off to a UPS driver. NOTE: Return shipments are not eligible for scheduled pick-ups by UPS. Please contact us with any questions or concerns.
- Returns from Alaska, Hawaii, U.S. Territories, APO/FPO Addresses
We currently offer free returns for orders shipped to the 48 contiguous states only. However, if you live in Alaska, Hawaii, U.S. Territories, or at an APO/FPO address, you may return items at your own expense using any trackable and insured shipping method. Please contact our customer care team for detailed instructions.
- Printing a Gift Receipt
If you'd like to create and print a gift receipt to include with your gift, go to Your Account on our desktop website, then Order History/Status, then Receipts. From there, you can select the items you want to include on a printable gift receipt. Your gift recipient will be able to return the item(s), free of charge, and receive credit to any Familyhood site. If you have any questions or concerns, please contact us.
- International Returns
We offer a 30-day return window from the date of delivery for eligible items shipped internationally, in exchange for a full refund of the purchase price. You may return eligible items at your own expense using any trackable and insured shipping method to:
Attention: Returns Department
100 Fulfillment Circle
Gouldsboro, PA, 18424
The original packing slip must be included in your shipment for our team to process your return. Any returned item must not have been used or have expired. It must be in the same condition you received it, and in the original box and/or packaging.
- Returns on Prescription Medications
Due to pharmacy regulations, pharmacies can't legally accept returns for most prescription items. If you do have a problem with your order, VetSource will be happy to go out of their way to fix it. Hill's Prescription Diet products can be returned.