Return & Refund Policy
Last updated: October 2, 2026
We want you to be happy with your order, and your dog to be happy with the chews. This policy explains how returns, refunds, replacements and cancellations work at MyPupAgain (mypupagain.com).
1. Our 90-day money-back guarantee
Joint support takes time, so we give you the full cycle to see it for yourself. If you're not satisfied with your order for any reason, including if your dog isn't moving more comfortably, you can ask for a refund within 90 days of the delivery date.
- You get a refund of the price you paid for the products. Shipping is always free, so there's nothing to deduct.
- You don't need to send the product back. Opened or partly used jars are fine.
- No questions, no forms. We only ask for a few words on how your dog is doing, to help us improve.
How to request a refund
- Email us at hello@mypupagain.com within 90 days of delivery.
- Include your order number (it's in your confirmation email) and the email address used for the order.
- We reply within 1 to 2 business days to confirm your refund.
When you'll receive your money
Approved refunds are issued to your original payment method, in the currency you paid in. We process them within 3 business days. After that, your bank or card provider can take 5 to 10 business days to show the refund on your statement.
Fair use
The guarantee is meant for customers who tried our chews in good faith. To keep it fair for everyone, it applies to one order per household for each product. If we see repeated refund requests across several orders of the same product, we may decline further ones. This does not affect your legal rights.
2. Damaged, defective or wrong items
If your order arrives damaged, defective or isn't what you ordered, email us within 14 days of delivery at hello@mypupagain.com with your order number and a photo of the issue. We'll send a free replacement or refund you in full, whichever you prefer. You don't need to send the item back.
3. Late, lost or undelivered orders
If your tracking shows your order as delivered but you haven't received it, or your order hasn't arrived within 20 days of your order date, email us. We'll investigate with the carrier and, if the package is confirmed lost, we'll send a replacement or refund you in full. See our Shipping Policy for details.
4. Cancellations and changes
You can cancel your order for a full refund at any time before it ships. Email us as soon as possible with your order number. Once an order has shipped, it can't be cancelled, but our 90-day guarantee still applies.
5. Digital products
Our guides (PDF downloads) are digital products and can't be returned once delivered. If a guide is free with your order, it's yours to keep even if you request a refund on the chews. If you have trouble opening or downloading a guide, email us and we'll fix it or refund it.
6. Gifts and orders shipped to someone else
Refunds are always issued to the person who paid for the order, never to the recipient.
7. Customs, duties and taxes
Import duties and taxes charged by your country are collected by the carrier or customs authority, not by us, and we can't refund them. If you refuse a package at delivery, tell us so we can handle the refund of the product price.
8. Refunds through your bank
Please contact us before opening a dispute or chargeback with your bank. We refund quickly and a direct refund is always faster for you.
9. Your legal rights
This policy is in addition to, and does not limit, any rights you have under the consumer protection laws that apply where you live.
10. Contact
Questions about a return, refund or order? Email hello@mypupagain.com. We're happy to help and reply within 1 to 2 business days.