Shipping & Returns

SHIP METHODS 
We have the following shipping options available: 


SHIPPING TIMES

  • Standard 3-5 business days
  • Expedited 2 days ($10)
INTERNATIONAL SHIPPING TIMES
  • Estimated 3-4 weeks

Please note, shipping time frames do not include processing time. Orders will be delivered based on the option chosen once the order has been processed and prepared by our facility. Orders are only delivered Monday - Saturday, and on Sundays in some cities with Sunday shipping.


Duties and Taxes 
Import duties and taxes are not included in the product price or shipping and handling cost. These charges are the buyer’s responsibility as we are only charging the shipping fee for your order. You may check with your country’s customs office to determine if there will be additional costs. 


SHIPMENT TRACKING 
You can track your order with the tracking information provided in your shipment notification e-mail, which will include a tracking code. 


CHANGING SHIPPING ADDRESS 
Shipping addresses cannot be changed. We will only ship to the shipping address entered when the order was originally placed. 


LOST OR STOLEN PACKAGE
If you believe that your package was lost or stolen, please contact Customer Service at https://plutopets.co/pages/contact

 

Returns

Plutopets.co offers its customers a convenient return policy for items that are 30 days of receipt of the package and that have not been opened, altered, cut, or unsealed. If you are not satisfied with your Pluto purchase you can return your item(s) for a full Pluto credit, minus the original shipping fees and a $5.99 return shipping fee, within 30 days of your purchase. Certain returns will be subject to a twenty-five percent (25%) restocking fee. To request a return, please complete the following steps:

  1. Please send an email to hello@plutopets.co with your order number and number of jars you want to return.
  2. Plutopets.co will not process a return label for you to use so you will need to arrange delivery.
  3. Once Plutopets.co has received the product, the return will be processed within 10-14 business days and a refund will be issued withing 5-7 business days.

*** Please have the following information ready when you contact us:

  • Your Order ID #
  • The SKU # of the items you would like to return or exchange
  • And the SKU # of the new item(s) you would like to exchange with the originally purchased item(s).

We have a 30-day return policy, which means you have 30 days to request a return from the order date. Restocking fees help control inventory costs and ultimately, help to reduce our overall costs of running a business. Incomplete, partially damaged, or poor quality returns are subject to partial refunds at the sole discretion of Plutopets.co.

There are no refunds on single ingredient treats because we make them fresh within 2 days of shipping.

We only accept returns within 30 days of the order date. Returns made without a receipt may be refused. Pluto reserves the right to deny any return.
In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@plutopets.co.

No refunds are issued for damaged, opened, or altered product.

All international orders are final sale and are not eligible for return except for wrong orders received.

If you request to return product prior to receiving it, we will reach out to our fulfillment team and do our best to cancel the order. If the order has already been shipped, you may request to return it as identified above using a return label (within the US). Any request to return product prior to receiving it may be subject to a twenty-five percent (25%) processing fee. 

If you think you received a defective or incomplete product, please reach out to us at hello@plutopets.co and we would be happy to process a replacement for you.

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale or discounted items, samples or gift cards

Subscription programs

Plutopets.co offers its customers a convenient subscription program.  Under the subscription program, you are agreeing to have the product you ordered automatically shipped to the address you provided at the renewal intervals you select.  Your order will automatically renew at 2 month, 1 months, or 3 week intervals and you will be shipped a new 2 months, 1 month, or 3-week supply of the chosen product. If you do not cancel you will be automatically charged using the same form of payment used for your initial purchase.  The amount of the charge will be the same as the charge for the original purchase unless customer purchased a product under an introductory discount.  The renewal term is continuous unless otherwise cancelled.

Subscription cancellation policy

When cancelling a subscription, you must cancel before your next billing period.

We will be unable to cancel orders after they renew, instead reaching out to us via email to process a return. 

You can log into your account and click "cancel"

6 Month money-back-guarantee policy

To be eligible for our 6-month Money-back Guarantee, please ensure that you meet the following requirements:

  1. A Vet note or Nutrition Test confirming the pets levels prior to taking our product/s.
  2. A six-month supply, which can be a one-time purchase or consecutive monthly purchases.
  3. A follow-up Vet note or Nutrition Test indicating the pets most recent level measurement six months (6) from the date the pet started taking the product.

Standard processing times are 10-14 business days. To request the guarantee, please submit your claim to: https://plutopets.co/pages/contact

Chargeback Policy
 
We understand from time to time, customers may have issues with their orders. Please allow up to 5 business days for a response from customer service.
 We will do our best to always put the customer first and resolve the issue in a timely manner. To resolve any issues, please email us at hello@plutopets.co. 
Typically, we choose a refund regardless because the banks charge us fees on-top of the chargeback. If we feel that a chargeback is a clear case of consumer fraud, we have a "Zero Tolerance" policy and will refund the order. 
However, If chargebacks happen outside the case of fraud - these include reasons such as: Shipping Times, Incorrect Orders,  Defective Products and More
These orders outlining the above reasons will be sent to debt collections unless a resolution is otherwise stated. 
 
To reiterate, if you email us, we will resolve the issue in a timely manner.
For questions or concerns: please email us at hello@plutopets.co

BANK DISCLAIMER: Any chargeback opened against Plutopets.co without first party resolution is un-warranted and a clear violation of our policies. 

Under no-circumstances may a bank reverse a payment made on Plutopets.co. Legal action will be pursued against all un-warranted chargebacks initiated by Banks.