Return Policy

Our Promise to Your Pup

At FreezBone, we stand behind every product we make. Dogs are individuals, and every now and then something just isn’t the right fit for yours. When that happens, we’ll do everything we reasonably can to make it right.

Here’s exactly how that works, in plain language, so there are no surprises. Please read it before submitting a request — by sending us a return request, you’re agreeing to these terms.

The short version: You have 30 days from delivery. Approved returns come back to you as FreezBone store credit. If the mistake was ours, we fix it fully — our cost, your choice of a replacement or a refund to your original payment method.

 

1. Your 30-Day Window

You have 30 days from the date your order is delivered to submit a return request. That window covers everything — including toys that arrive damaged or turn out to be defective.

After 30 days, the product is no longer covered by this policy, and we’re unable to offer refunds, replacements, or store credit — even for damage. We know that can feel strict, so please don’t wait: if something isn’t right, tell us early and we’ll have plenty of room to help.

2. What Can Come Back

To qualify for a return, items should be:

• Unused

• In original condition

• In original packaging

 

If your pup already gave it a test drive, read Section 5 — there may still be something we can do.

3. What Can’t Come Back

Some things we’re not able to take back under any circumstances. Where the reason isn’t obvious, we’ve explained it:

• Food, treats, and chews (including FreezBone filler products). Once a consumable pet food product leaves our facility, we can’t verify how it was stored or handled, and we won’t put another dog at risk by restocking it. This is a food-safety rule, and we hold to it.

• Clearance items

• Personalized or custom items

• Seasonal products and items bought during a seasonal promotion. These are limited-edition drops tied to a specific holiday. Once the season closes, they can’t be returned, refunded, or exchanged.

 

One important exception: if any of these items arrives damaged, defective, or isn’t what you ordered, Section 4 applies instead. Nothing in this section limits your rights under applicable consumer protection law.

4. If We Got It Wrong

If the mistake is ours, it’s ours to fix — completely, and at our cost.

This covers orders that arrive with the wrong item, that are damaged in transit, or that are defective out of the box, reported to us within 30 days of delivery.

In these cases:

• We cover return shipping in full — no label fee is deducted

• You choose your remedy: a replacement, full store credit, or a refund to your original payment method

• We refund the original shipping charge on that order

 

To help us move quickly, please send clear photos of the item, the packaging, and the shipping label with your request. In some cases we may ask you to keep the item rather than ship it back — if so, we’ll tell you, and your remedy is unaffected.

Outside of the circumstances described in this section, all approved returns are issued as store credit.

5. Items That Show Signs of Use

Dogs are enthusiastic. We get it.

If an item shows signs of use, minor damage, or wear, it doesn’t automatically mean we can’t help — it just means we need to look at it:

• Photos and a short explanation are required so our team can evaluate

• A partial store credit may be offered at our discretion

 

These decisions are made case by case and are final. Offering a partial credit once doesn’t obligate us to do so again.

6. Store Credit — How It Works

• Store credit equals the amount you actually paid for the product, not full retail price

• It excludes original shipping fees, and the return label fee is deducted (see Section 7)

• It’s valid for 12 months from the date it’s issued

• It can’t be combined with sitewide discounts or other coupons

• It can’t be redeemed for cash, transferred, or sold

 

Store credit is issued to the account and email address that placed the original order.

7. How to Start a Return

Step 1 — Send us your request. Fill out the form at the bottom of this page within 30 days of receiving your order, or email us at team@freezbone.com. Please include a clear photo of the item and the reason for the return.

Step 2 — We review it. Our team reviews every request against the rules above. We’ll come back to you by email.

Step 3 — We send your label. If approved, we’ll email you a prepaid return shipping label. A $6 label fee is deducted from your store credit. (No fee applies when the return falls under Section 4 — our mistakes are on us.)

Step 4 — We process it. Returns are processed within 7–10 business days after the product arrives at our facility. You’ll get an email the moment your credit is issued.

Please wait for approval before shipping anything back. Items sent to us without an approved return request and our prepaid label can’t be tracked to your order and are not eligible for credit. We’ll hold unauthorized returns for 30 days so you can arrange collection at your expense, after which they may be donated or discarded.

8. Subscriptions and FreezBone Club Membership

Orders already on their way. If your subscription renews and ships before you cancel, that order can’t be refunded. We’ll gladly issue store credit for the full order value — just reach out.

Cancelling in time. To stop a renewal, cancel at least 48 hours before your scheduled billing date. Cancellations after that point take effect the following cycle.

Membership fees. FreezBone Club membership and program fees pay for access to member pricing, free shipping, and other benefits. They are separate from any product order and are non-refundable, including where a product order is returned, delayed, or cancelled.

Returns and your membership. Returning products does not cancel your membership, and cancelling your membership does not extend the 30-day return window on past orders. Store credit remains usable for 12 months whether or not your membership stays active.

9. International Returns

• International customers are responsible for all customs duties, taxes, and import fees — both on the original order and on any return or replacement shipment

• FreezBone does not cover these charges, and they are not refundable by us

• Prepaid return labels may not be available in every country. Where they aren’t, return shipping is arranged and paid by the customer

• We recommend a trackable service — we can only credit returns we actually receive

10. Product Recalls

If we ever issue a voluntary recall or safety notice, that notice governs — not this policy. We’ll post it on our site, email affected customers, and tell you exactly what to do. Recall remedies are handled at our cost and are not limited by the 30-day window.

11. Safe Play and Product Use

This part matters more than anything else on this page, so please read it.

No chew, toy, or treat is indestructible, and none is appropriate for every dog. Always supervise your dog during play or chewing. Choose products suited to your dog’s size, age, weight, dental health, and chewing style, and follow any guidance on the packaging.

• Inspect products before each use and remove them from play as soon as they become worn, cracked, splintered, or small enough to be swallowed

• Introduce new treats and chews gradually, and give fresh water at all times

• Products are intended for dogs only, under adult supervision, and are not toys for children

• Treats and chews are supplemental — they are not a complete diet and are not a substitute for veterinary care or nutritional advice

 

If your dog shows any sign of distress, discomfort, or illness, stop use immediately and contact your veterinarian. If you believe a product caused a problem, please contact us right away with photos and details so we can investigate properly.

12. Limits on Our Responsibility

To the maximum extent permitted by law, our total liability arising out of or relating to any product, order, or return is limited to the amount you actually paid for the affected product.

We are not liable for indirect, incidental, consequential, special, punitive, or exemplary damages — including veterinary or medical expenses, property damage, lost profits, or the cost of substitute products — whether based in contract, tort, warranty, strict liability, or otherwise, even if we have been advised of the possibility of such damages.

Except as expressly stated in this policy and as required by applicable law, our products are provided without warranties of any kind, including implied warranties of merchantability and fitness for a particular purpose.

Some jurisdictions don’t allow certain limitations or exclusions, so parts of this section may not apply to you. Nothing here limits any right you have that cannot be limited by law.

13. Before You Dispute a Charge

If something’s wrong, please talk to us first — team@freezbone.com. We’d genuinely rather solve it than argue about it, and we almost always can.

Filing a chargeback or payment dispute without contacting us first may result in suspension or termination of your account and FreezBone Club membership, and forfeiture of any outstanding store credit and member benefits. We reserve the right to contest disputes using delivery confirmation, order records, and our correspondence, and to recover costs arising from fraudulent or bad-faith disputes.

14. Fair Use of This Policy

This policy exists for customers who genuinely need help, and the overwhelming majority of ours do.

We reserve the right to limit, decline, or refuse returns, refunds, credits, orders, memberships, or service where we identify a pattern of excessive returns, misuse of this policy, resale of our products, or conduct we reasonably believe to be fraudulent or abusive. Any accommodation we make outside the terms of this policy is a one-time courtesy, made at our sole discretion, and does not set a precedent or waive any part of this policy.

15. Changes to This Policy

We may update this policy at any time without prior notice. The version posted at the time you place your order governs that order. Continued use of the site or continued membership after changes are posted means you accept them.

16. Governing Law

This policy is governed by the laws of the State of Florida, USA, without regard to conflict-of-law principles. Any dispute shall be brought exclusively in the state or federal courts located in Broward County, Florida, and you consent to personal jurisdiction and venue there.

17. Severability

If any provision of this policy is found unenforceable, that provision will be limited or severed to the minimum extent necessary, and everything else stays in full force.

18. We’re Here to Help

We take real pride in making products your dog loves. When something isn’t right, our team’s job is to find a solution that feels fair and easy — so please reach out.

team@freezbone.com

FreezBone Club

801 Shotgun Road, Sunrise, Florida 33326, USA

By submitting a return request, you acknowledge and agree to all terms in this policy.