Refund policy

Return & Refund Policy

At TruPals, we’re committed to delivering high-quality, fresh raw pet food right to your door. Because our products are perishable and made to order, we are unable to accept returns. However, if something isn’t right with your delivery, we’ll do our best to make it right.

Damaged or Incorrect Orders

If your order arrives:

• Damaged

• Incorrect

• Spoiled or thawed beyond safe temperature

Please contact us within 24 hours of delivery. Include your name, order details, and a photo of the issue. We’ll review the situation and offer a:

• Replacement

• Credit toward a future order

• Full or partial refund, depending on the issue

Missed Deliveries

If no one is available to receive your order at the scheduled time and the product cannot be safely left (e.g. due to heat or lack of secure location), the order will be considered non-refundable. Please make sure someone is home or arrange a secure drop-off location with cooler access if needed.

If a delivery is missed due to customer error (e.g. incorrect address or unavailability to receive the package), we cannot issue a refund due to the perishable nature of the product. Please ensure your delivery information is accurate and that someone is available to receive the order.

Cancellations

You may cancel or reschedule your order at least 24 hours before your delivery window. Cancellations made after this period may not be eligible for a refund, as the order will likely have already been prepared.

Questions?

We’re here to help. Reach out to us at trupalspetfood@gmail.com with any concerns about your delivery.