​Last Updated: February 20, 2026
 

At Heaven Sent Healthy Pet, LLC, we are committed to providing your pets with the highest quality raw foods, and supplements. Due to the health, safety, and temperature-sensitive nature of many of our products, we have strict guidelines regarding returns and refunds.
 

Please read this policy carefully before making a purchase.

1. Perishable Items (Non-Returnable)

For the safety of all our customers and their pets, we do not accept returns on any perishable goods. This includes, but is not limited to:

• Raw dog and cat food

• Raw meaty bones

• Raw treats

• Dehydrated and freeze-dried treats

• Bakery cookie treats

Because we cannot guarantee how these items were handled, stored, or temperature-controlled after leaving our facility, they cannot be safely restocked or resold. All sales on perishable items are final.

2. Non-Perishable Items (Eligible for Return)

We accept returns on non-perishable items, such as herbal supplements, holistic remedies, and essential oils, provided they meet the following conditions:

• The return is initiated within 14 days of the delivery date.

• The item is unopened, unused, and in its original, sealed packaging.

• You have a valid receipt or proof of purchase.

If the product seal has been broken or tampered with, the item is no longer eligible for a return or refund.

3. Shipping Costs and Return Fees

To maintain the quality of our products and keep our operations sustainable, original shipping costs are strictly non-refundable. If you are returning an eligible non-perishable item:

• You are responsible for paying your own shipping costs to return your item.

• If you receive a refund, the cost of original shipping (and any applied promotional discounts) will be deducted from your refund total.

• We highly recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

4. Damaged, Defective, or Incorrect Orders

We take great care in packaging your orders. However, if your order arrives damaged, spoiled, or incorrect, please take the following steps:

• Contact us at HeavenSentHealthyPet@gmail.com within 24 hours of receiving your delivery.

• Include your order number and clear photographs of the damaged product and the packaging.

We will review the issue and, at our sole discretion, provide a replacement of the affected items or issue a store credit. We do not issue refunds to the original payment method for shipping delays caused by the carrier.

5. Subscription Order Cancellations

If you are enrolled in our auto-ship subscription program, you must pause, modify, or cancel your upcoming order at least 48 hours before your next scheduled processing date. Once a subscription order has been processed and billed via Stripe, it cannot be canceled, and perishable items within that order cannot be refunded.

6. Refund Processing

Once your eligible return is received and inspected at our Wilmington, NC facility, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (via Stripe) within 5-10 business days, depending on your bank's processing times.

Contact Us

To initiate a return for an eligible item, or if you have questions about this policy, please contact us at:

Heaven Sent Healthy Pet, LLC Wilmington, NC 910-769-0051  HeavenSentHealthyPet@gmail.com