Return Policy

Returns of ChefPaw Machines

Process:

 

    1. Start Your Return in the Customer Portal. Visit our self-serve Returns Portal to initiate your return. Simply log in, select the item you'd like to return, and indicate your reason. You'll receive your return instructions right away.
    2. Free Return Shipping (if you have Checkout+) If you purchased Checkout+ at checkout, your return shipping is covered. You'll receive a prepaid return label through the portal, just print it and use it to ship your item back.
    3. If you did not purchase Checkout+ at checkout, return shipping costs are your responsibility. Through our Customer Portal, a return shipping label will be sourced, which you are responsible for purchasing.
    4. Ship to Our Returns Address Mail your return with the sourced label to: Innovet Pet Products 1440 W 178th Street Gardena, CA 90248
    5. Refund Processing Once your item is received and processed, we will issue a refund to your original method of payment within 7-10 business days. Once processed, your bank or credit card holder is responsible for applying it to your account, which may take up to 30 days.

About Checkout+:

Checkout+ is an optional add-on you can select at checkout that covers both your return shipping and package protection. If you purchased Checkout+, your return label is prepaid and ready to use in the portal. You won't pay anything to ship your item back.

If your package is lost, stolen, or damaged in transit, Checkout+ also covers you with package protection, you can file a claim and receive a replacement at no extra cost. File a shipping claim through our Claims Portal

Checkout+ cannot be cancelled or refunded after purchase and will not be included in store credit or refund amounts. Coverage cannot be added to an order after it has been placed.

Important Conditions:

    • The item must be returned within 90 days of purchase date.
    • Units that have disassembled or tampered with are not eligible for refunds and warranty claims.
    • Ensure that the item is returned in the same box it arrived in, along with all accessories
    • If you no longer have the original box, please find an appropriate box and make sure the unit is secured safely. 
    • Units that are damaged in transit due to lack of proper protection are not eligible for a refund. 
    • If the machine is not returned clean and with all of its accessories, may be charged a restocking fee up to $150 deducted from your refund. We don't always charge the full restocking fee as this varies on a case-by-case basis depending on in what condition the machine and accessories were returned.
    • You are responsible for return shipping costs unless the return is due to an error on our part.
    • We are not liable for returns that are lost during shipping unless a tracking number is provided proving the item was lost after being sent to us.
    • This return policy applies only to orders placed on this website or our official Innovet Pet website.
    • 90 day money back guarantee may be used ONCE per household

Exceptions:

    • Orders exceeding 90 days from the purchase date are not eligible for a refund.
    • Generally, shipping fees are not refundable once your order has been dispatched.
    • Discount codes cannot be combined.
    • ChefPaw's 90 day money back guarantee only applies to ChefPaw Dog Food Makers. Supplements and accessories are not eligible for the 90 day money back guarantee.

Access to ChefPaw App will be lost

Returns of other ChefPaw Products

Process:

    1. Send the unused/unopened product back within 90 days of purchase date.
    2. Receive your return shipping label through our Returns Portal.
    3. Mail to:ChefPaw1440 W 178th St
      Gardena, CA 90248

Important Conditions:

    • Supplements and accessories must be unused and/or unopened to be eligible for a refund.
    • Orders over 90 days of the purchase date and not eligible for a refund.
    • There are some exceptions, but in general any amount paid for shipping is not refundable if your order has already been shipped.
    • We do not offer free return shipping.
    • We are not responsible for lost returns sent to us unless customer provides a tracking number with data proving that it was sent to us and lost.
    • We cannot honor this policy for orders placed elsewhere, only from this website (chefpaw.com) or our our official amazon seller account.
    • Discount codes can NOT be combined.