Refund policy
60-Day Money-Back Guarantee (first-time purchases only)
At Arleo, your pet’s happiness (and yours) is our top priority. That’s why we offer a risk-free 60-day money-back guarantee on first-time purchases.
If you’re not satisfied with your first purchase of any Arleo product, including if your pet simply isn’t interested, contact us at info@tryarleo.com within 60 days of delivery and we’ll refund you in full. In most cases, no return is required.
Important notes:
- Applies only to the first purchase of a specific product. For subscriptions, this means your first subscription order only.
- Limited to one refund per product type per customer.
- Shipping, handling, and optional shipping protection fees are non-refundable.
- If you choose to exchange your product, the money-back guarantee no longer applies.
Refunds for Recurring Subscription Orders
Recurring subscription (autoship) orders, meaning any shipment after your first subscription order, are not eligible for the 60-day money-back guarantee. However, we offer refunds under the following conditions:
- Unopened, sealed packages only.
- Return shipping is the responsibility of the customer.
- Shipping costs are non-refundable.
- The refunded amount covers only the unopened packages sent back.
To request a refund, email info@tryarleo.com with your order details. Refunds are processed once we receive and inspect the returned product.
Cancellation Policy
- Order cancellation window: Plans change, and we’ll do our best to accommodate order cancellations. If you need to cancel, please contact us as soon as possible. We’ll make every effort to stop your order before it ships, but our team works quickly to get orders out on time, so we can’t guarantee a cancellation once an order has been processed in our system.
- Cancellation fee: A $2.00 restocking fee may apply to cover administrative costs.
- Non-cancellable orders: Orders that have already shipped cannot be cancelled.
To cancel your subscription, you can:
- use the customer portal at the top right of our website,
- email info@tryarleo.com, or
- call us at +1 (445) 275-8029 from 8am–8pm PST.
Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect product, contact us right away at info@tryarleo.com. You don’t need to return the damaged item; we’ll send a replacement at no cost.
Please note that many Arleo products are made from natural materials. Each item varies slightly in color, size, and texture, and chews naturally fray and splinter with use. This is normal wear, not a defect. We recommend supervising play and replacing a chew once it splinters.
Exchanges
To exchange an item, return the original item in accordance with this refund policy. Once the return is accepted, you may place a new order for the replacement item.
Shipping Costs
- Shipping costs are non-refundable.
- If a return is approved for a multi-pack order, Arleo may cover return shipping for unopened packages (first-time purchases only).
- For all other returns, including recurring subscription orders, return shipping is the customer’s responsibility.
Return Instructions
To start a return:
- Email us at info@tryarleo.com with your order number and reason for return.
- We’ll send you return instructions and, if applicable, a return shipping label.
- Send items back to the address we provide. Products returned without prior authorization may not be accepted.
European Union Orders
EU customers may cancel or return unopened products within 14 days of delivery for any reason. Returned items must be in original condition with proof of purchase.
Policy Amendments
Arleo reserves the right to update or amend this policy at any time without prior notice. Changes take effect immediately upon publication on our website.
Acknowledgment of Policy
By placing an order with Arleo, you acknowledge and agree to the terms outlined in this Return & Refund Policy.
Contact Information
KANDY FOR EQUITY HOLDINGS LLC
102 S Crosby St, Tekoa, WA 99033, United States
Email: info@tryarleo.com
Phone: +1 (445) 275-8029 (8am–8pm PST)