Unopened kits
If your kit hasn't been opened, you can return it for a full refund within 30 days of delivery. Email hello@preciouspaws.com and we'll send a prepaid return label. We refund to the original payment method within 5 to 10 business days of receiving the kit back.
Processed samples
Once your swab reaches our laboratory partner and sequencing begins, the test cost is non-refundable — the lab work and analysis have already occurred. If something on the resulting report doesn't look right to you, email us and we'll investigate and re-run the analysis where appropriate, at no charge.
Damaged or lost in transit
If your kit arrives damaged, or the return mailer is lost in transit, email us within 14 days and we'll send a replacement kit at no charge.
Supplement subscriptions
Cancel or pause any subscription from your dashboard at any time before the next ship date. We don't charge cancellation fees and we don't require a phone call.
For supplements you've already received: unopened bottles can be returned within 30 days of delivery for a refund. Opened bottles are not refundable, but we're happy to swap a stack if a recommendation isn't working — write to us.
How to request a refund
Email hello@preciouspaws.com from the address on your account, with your order number in the subject line. We respond to refund requests within one business day, often same day.