Store policies
How we ship, what happens if something is wrong, and how the clean-bowl guarantee actually works. Short questions get short answers — just email us.
Returns and refunds
Opened food cannot be returned. Everything we sell is a consumable pet food, so once a bag is opened we cannot resell it or take it back — food safety rules, not a technicality.
Unopened bags: if the seal has not been broken, email us within 7 days of delivery and we will arrange a return. Refunds go back to the original payment method once the bag arrives, minus return shipping.
Damaged, wrong or missing items: email us within 7 days of delivery with a photo of the bag, the batch code on the back and the packing slip. We replace or refund — nothing to send back.
What we need from you
- A photo of the product and its packaging (the batch code must be readable)
- Your order number
- A sentence on what went wrong
Requests raised more than 7 days after delivery, or without photo evidence, cannot be processed.
Clean-bowl guarantee
If your pet genuinely will not eat a topper, tell us within 30 days of delivery and we will look after you — usually a refund on the bag, sometimes a swap to a different protein. You keep what is left; nothing to ship back.
This is a goodwill promise on top of your legal rights, not an open-ended return window. Every claim is reviewed individually, and we may ask for photos or a short note about how it was fed before deciding. We honour one guarantee claim per household, on the first bag of a given protein.
The Pawmart reserves the right to make the final decision on all guarantee and refund claims, including declining claims that appear to be repeated, resold or abusive.
Shipping
Orders are packed in 1–2 business days from California and travel with USPS or UPS. Delivery is typically 3–7 business days in the contiguous United States.
Shipping is calculated at checkout with live carrier rates, so you see the exact cost before you pay. Any free-shipping threshold or promotion in force at the time is applied automatically in the cart.
We ship within the United States only for now. A tracking link lands in your inbox as soon as the label is scanned. If tracking has not moved for 7 days, email us and we will chase it or reship.
We cannot redirect a parcel once it has shipped, and we are not able to refund orders marked delivered by the carrier but reported missing — file a claim with the carrier and we will help however we can.
Subscriptions and auto-refill
Auto-refill saves you money on every delivery — the current first-order and refill discounts are shown on the product page when you choose the subscribe option. We time deliveries to your pet's scoop size so the next bag lands before the bowl runs dry.
Manage everything in your account: change the delivery date, swap the protein, skip a delivery, or cancel. Changes made at least 24 hours before a renewal apply to that order; after that the order is already in production.
Cancel any time — there is no minimum number of deliveries and no cancellation fee. Cancelling does not refund an order that has already shipped.
Storage, feeding and pet health
Our toppers and treats are freeze-dried, single-source and meant to be fed alongside a complete diet — they are a topper, not a full meal replacement. Reseal the bag and keep it cool and dry; use within 30 days of opening for best aroma.
Introduce any new food gradually and keep fresh water available. We are not veterinarians: if your pet has a medical condition, is on a prescription diet, or reacts to a new food, speak to your vet. Nothing on this site is veterinary advice.
Payment, pricing and discounts
All prices are in USD. We accept major cards, Shop Pay, Apple Pay, Google Pay and PayPal. Payment is captured when the order is placed; sales tax is calculated at checkout where required.
One discount code per order — codes do not stack with each other or with subscription pricing. First-order codes are for new customers, one per household. Prices and promotions change from time to time, and we cannot apply a code retroactively to a completed order.
Order changes and cancellations
We pack quickly. Email us within 2 hours of ordering to change an address or cancel, and we will do our best. Once a label is printed we cannot change the order — wait for it to arrive and use the returns process above.
Parcels returned to us because of an incorrect address can be reshipped once the shipping cost is covered.
Privacy
We collect what we need to fulfil your order and improve the shop: name, contact details, shipping address, payment confirmation, and — if you build a bowl plan — your pet's name, weight and feeding habits. Card numbers never touch our servers; payments are handled by Shopify Payments and our payment providers.
Your bowl plan is stored in your own browser. Clearing your browser data removes it.
We do not sell your personal information. We share it only with the services that run the shop — payments, shipping, email, analytics — and only as needed. Marketing email is opt-in; every send has an unsubscribe link.
Email us to access, correct or delete your data, or to opt out of the sale or sharing of personal information under California law.
Terms of service
By ordering from The Pawmart you agree to these policies. You must be 18 or older to buy. We may refuse or cancel any order — including for pricing errors, suspected resale, or abuse of a promotion — and will refund in full if we do.
Product photography, copy, reviews and the Pawmart name are our property; please do not reuse them without permission. Statistics quoted on this site come from our own customer surveys and are not clinical claims.
Our liability for any order is limited to the amount you paid for it. These terms are governed by the laws of the State of California.
Contact us
The Pawmart LLC
Email: thepawmartllc@gmail.com
Replies within one business day, Monday to Friday.
For anything about an order, put your order number in the subject line and we will get to it faster.