Return Policy

At Truever, we value your satisfaction and aim to provide you and your pets with a seamless and enjoyable shopping experience. If you’re not completely satisfied with your purchase, we’re here to assist you with our return policy. Please take a moment to review our guidelines for returns and exchanges:

1. Returns and Refunds:

If you’re not satisfied with your purchase, you may return the item within 30 days of the delivery date for a full refund. To be eligible for a refund, the item must be in its original packaging, unused, and in the same condition as you received it. Please note that some items, such as perishable goods, grooming products, and personalized items, are exempt from being returned for hygiene and safety reasons.

2. Exchange and Replacement:

If you received a damaged or defective item, we’ll be happy to exchange it for the same item or a comparable product. Please contact our customer service team within 7 days of receiving the item to initiate the exchange process.

3. How to Initiate a Return or Exchange:

To initiate a return or exchange, please follow these steps:

  • Contact our customer service team at contact@thetruever.com to notify us about your return or exchange.
  • Provide us with your order number, the item(s) you wish to return or exchange, and the reason for the return.
  • Our customer service team will guide you through the return process and provide you with a return authorization if applicable.

4. Return Shipping:

You are responsible for the cost of return shipping, except in cases where the item received was damaged, defective, or incorrect due to an error on our part. We recommend using a trackable shipping method to ensure that your returned items are received by us.

5. Refund Process:

Once we receive and inspect your returned item, we will process your refund within 5 days. The refund will be issued to the original payment method used during the purchase.

6. Exclusions:

Please note that the following items are non-returnable and non-refundable:

  • Perishable goods such as pet food and treats
  • Grooming products
  • Personalized and custom-made items

7. Contact Us:

If you have any questions or concerns regarding our return policy, feel free to contact our customer service team at contact@thetruever.com or 630-296-6099. We’re here to assist you and ensure your satisfaction.

Truever is committed to providing high-quality products and exceptional customer service. Thank you for shopping with us, and we look forward to serving you and your pets again in the future.