Return & Refund Policy
We're committed to your satisfaction and your pet's health. Learn about our policies for returns, refunds, and subscription management.
1. No Returns on Perishable Meals
Our meals are fresh, perishable, and made to order, so we cannot accept returns once delivered. This ensures food safety and maintains the quality standards your pets deserve.
2. Satisfaction Guarantee
If your pet isn't thriving on our meals, please contact our team within 7 days of delivery. We value your satisfaction and will work to resolve the issue—whether that means recalibrating your pet's nutrition plan or refunding the last shipment. Your pet's health and happiness are our top priorities.
3. Damaged or Incorrect Orders
In the rare case you receive a wrong, spoiled, or damaged order, email service@nineandline.com with photos within 48 hours of receipt. We'll promptly ship a replacement or refund the affected portion. Please include your order number and clear photos of any damage or issues.
4. Subscription Cancellations
Cancellations or plan changes must be made 48 hours before your next scheduled shipment to avoid being billed for it. You can manage your subscription through your account portal or by contacting our support team. We'll confirm your cancellation and provide details about your final shipment.
5. Refund Processing
Approved refunds (e.g., for damaged or non-compliant meals) will be applied back to your original payment method within 5–7 business days. You'll receive an email confirmation once the refund has been processed. Please note that it may take additional time for your bank or credit card company to reflect the refund in your account.
6. How to Contact Us
Reach out via service@nineandline.com or through your account dashboard. Expect a response within 1 business day. Our customer service team is here to help ensure you and your pets have the best experience possible with Nine & Line.
Questions About Our Policy?
Our customer service team is here to help clarify any part of our return and refund policy.
Send us an email