Return Policy and Shipping
We offer a 60 day satisfaction guarantee because as a valued customer your happiness is very important to us. If you are not fully satisfied with a product that you purchased from us online, you are eligible for a full refund of the amount paid for that product, excluding shipping costs. All you have to do is contact us within sixty (60) days following the date of purchase, request a return authorization number and state the reason for your return.
Returned items must be in re-sellable condition, be returned with original packaging, receipt or proof of purchase and the return authorization number. We are unable to accept returns for custom orders, special orders, sale items, or drop-shipped items.
Prior to returning an item, please email us at support@gracefulpets.com to discuss the issue and to receive your return authorization number. You will be responsible for any shipping charges.
In the case of damaged or defective items, you may be instructed to not return them and you may be asked to provide a picture for proof of the damage or defect. A refund will be issued with no additional costs or shipping fees once the damage or defect is verified.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@gracefulpets.com for a return authorization number.
Video Downloads or DVD Purchases
All purchases for video downloads are non-refundable. DVD purchases will only be exchanged or replaced if they are defective or damaged when received.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Once a returned item is received by Graceful Pets the credit could take up to 21 days to process. If a package is returned to Graceful Pets as “Return to Sender” and we incur a fee from the carrier, the fee will be deducted from your refund amount.
If your original payment method is unable to accept the refunded amount a paper check will be issued and can take up to 30 days to process and be received.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@gracefulpets.com.
Shipping
Upon acceptance and submittal of your online shopping cart and the approved charges listed, your order will be prepared and shipped as quickly as possible and therefore may not be canceled. If an order is refused upon delivery the customer is responsible for all shipping charges and a restocking fee of 12.5%. Graceful Pets is only responsible for shipping your order and any costs associated with invalid names or addresses will be billed back to the customer.
In the event that we shipped you the wrong product, we may authorize a call tag to have the item picked up and we will re-ship your correct order at our expense.
Please note, if you purchase your items directly through a retail store, your purchase is subject their company return policy and your return requests must be made directly through their retail location.
If you place your order directly through Amazon, your order is subject to Amazon’s 30-day return policy. All Amazon order return requests must be made directly through Amazon.
Return Mailing Address:
Synergy Now LLC, d/b/a Graceful Pets
10940 S Parker Road, Suite #620
Email: support@gracefulpets.com