Refund policy

Last updated: October 11, 2026

Loyal Saints makes food for dogs. For food-safety reasons, every sale is final except as described in this policy. Please read it before you order.

1. Our 30-Day Promise (store credit)

If she won’t eat it, tell us within 30 days and we’ll make it right. Here is exactly what that means: if your dog won’t eat Loyal Saints, or you decide it isn’t right for your dog, you may return the bag for store credit, subject to every one of the following conditions.

  • First order only. The promise applies only to your first order placed at loyalsaintspets.com, and only once per customer and per household. Orders that share a name, email address, phone number, shipping address or payment method are treated as the same customer or household.
  • One opened bag. The promise covers one opened bag from that first order. It does not cover unopened bags, additional bags or other products in the order. If the bag came from a variety pack, the credit is that bag’s share of the price you paid for the pack.
  • A fair try. You must have offered Loyal Saints as directed on the bag, using a gradual 7-day transition from your dog’s current food.
  • Ask within 30 days of delivery. Email info@loyalsaintspets.com within 30 days of the delivery date shown in the carrier’s tracking. Include your order number, a photo of the bag showing the lot code and best-by date, and a short description of what happened. Requests received after 30 days are not eligible.
  • Return authorization required. If your request qualifies, we will email you a return authorization (RA) number and the return address. Packages sent without an RA number will be refused and will not be credited.
  • Send the bag back. Ship the opened bag back within 14 days of receiving your RA number, in its original packaging, with at least half of its original contents remaining and the RA number on the outside of the package. You pay for return shipping. We recommend a tracked service; we are not responsible for returns that are lost or damaged in transit.
  • Store credit only. After we receive and inspect the bag (usually within 10 business days), we will issue store credit equal to the amount you actually paid for that bag, after discounts and excluding shipping, taxes and fees. This promise does not provide cash refunds or refunds to your original payment method.

Store credit is issued to the customer account for the email address on your order. It has no cash value, cannot be transferred or sold, and cannot be redeemed for cash except where required by law. Unless the law of your state requires otherwise, store credit expires 12 months after it is issued.

The promise does not apply to: second or later orders; Auto-Delivery orders after your first delivery; Halo Club membership fees; orders placed on Amazon, Chewy, at a retailer or through a wholesale account (that seller’s policy applies); bags that are empty, less than half full, contaminated, improperly stored or tampered with; or requests we reasonably believe are fraudulent or part of a pattern of abuse. We may decline any request that does not meet every condition above.

2. Damaged, defective or incorrect items

If your order arrives damaged, defective, incomplete or incorrect, email info@loyalsaintspets.com within 7 days of delivery with your order number and photos of the product, the packaging, the shipping label and the lot code. Keep the product and packaging until we resolve your request; we may ask you to return it using a prepaid label we provide. After we verify the problem, we will, at our option, send a replacement, issue store credit or refund the affected item to your original payment method. Reports made more than 7 days after delivery are not eligible.

3. Product safety and recalls

If you have a concern about the safety or quality of a product, stop feeding it, keep the bag and its lot code, contact your veterinarian if your dog seems unwell, and email us right away. If a product is ever subject to a recall or safety notice, the instructions in that notice apply in addition to this policy.

4. All other returns

Because our products are food, we do not accept returns or exchanges for any other reason, including a change of mind, ordering the wrong formula or size, or ordering more than you need. All other sales are final.

5. Cancellations and changes

  • Orders. We process orders quickly. We can cancel or change an order only if it has not yet been sent to our fulfillment center, and we cannot guarantee that a request will be honored. Once an order has shipped, it cannot be canceled.
  • Auto-Delivery. You may skip, pause or cancel Auto-Delivery at any time from your account before your next order is processed. Changes apply to orders that have not yet been processed. Auto-Delivery orders that have already been processed are final sale, except as described in section 2.
  • Halo Club. You may cancel your Halo Club membership at any time to stop future renewals. Your benefits continue until the end of the period you have paid for. Membership fees, including partial periods, are non-refundable except where required by law.

6. Undeliverable and refused packages

If a package is refused, or returned to us because the address was incorrect or incomplete, we will issue store credit for the product price less the original shipping cost and our cost to receive the return. If you prefer, we will reship the order after you pay the new shipping cost.

7. Pricing and promotions

We do not offer price adjustments for price changes or promotions that begin after you place your order. Credits and refunds are based on the amount you actually paid; discount codes used on an order are not reissued.

8. Payment disputes

Please contact us before opening a dispute with your bank or card issuer; most issues are resolved faster directly. If a dispute is opened, we will provide our order, delivery and policy records to the card issuer.

9. General

We may update this policy at any time. The version posted on the date of your order applies to that order. Nothing in this policy limits any rights you may have under applicable law. Questions: info@loyalsaintspets.com.