Returns and Refund Policy

We LOVE what we do and stand behind all our products!  We are committed to providing our customers with the highest quality products and customer service. We want you to love our products as much as we do and are happy to work with you if our products do not meet your expectations.

 

Please read the following carefully and email us at info@otbes.net with any questions or concerns prior to making your purchase.

 

RETURNS

 

Continue reading specific product return info below.

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To initiate a return or refund, please contact our customer service team at info@otbes.net to request a return authorization. Please include your order number and a description of the issue in your request. Once your request has been approved, you will receive instructions on how to proceed.

 

SUPPLEMENTS

We apologize, but for safety reasons we cannot accept RETURNS for Colic Tonic. However, if you are UNHAPPY with your purchase, please email us first at info@otbes.net .  You will be provided instructions on how to send any unused portion for a refund, minus shipping charges.

 

ALL OTHER PRODUCTS

 

We accept returns on items in new condition, showing no signs of wear, in the original packaging and with tags attached within 30 days of purchase. Refunds or store credit, minus shipping charges, will be issued upon receipt of the items.

 

We reserve the right to refuse a refund if the items have any signs of wear, alteration, damage, misuse or are Final Sale items. If we receive an item that looks like it was run thru the manure spreader, chewed by your new puppy or otherwise mistreated, we have the right to refuse a refund.  In a nutshell, if you ship an item back to us that you wouldn’t be happy to get as a customer, your return will not be accepted.

 

If accepted, you will get a confirmation email and will be issued a refund within 7-14 days.

 

INCORRECT, DAMAGED ITEMS, MISSING ITEMS

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PLEASE NOTIFY US WITHIN 5 BUSINESS DAYS at info@otbes.net if you receive any damaged, incorrect, or missing items! We will do our absolute best to make it right! After receipt of the damaged items, we will either replace the item or issue a full refund.

 

BACKORDERS

 

Sometimes an item is so popular that it gets quickly sold out. Other times we’re putting on finishing touches. Either way, you can still place your order and we promise we will get to you ASAP. If you change your mind or no longer want to wait, we can issue a refund.

 

CANCELLED ORDERS

 

If you need to cancel an order, please contact our customer service team as soon as possible at info@otbes.net  If the order has not yet shipped, we will cancel the order and issue a full refund. If it has already shipped, we will not be able to cancel the order.

 

SHIPPING

We currently only ship within the US and Canada.

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We ship via USPS and UPS. When your item(s) ship, you will receive an email with the tracking number. If the tracking number does not show that it has been shipped yet, please don’t worry, it’ll update soon. Most in-stock items ship within 5-7 business days.