Customer Care Policy
The Gnaw & Order First Fit Promise
For first-time customers, our goal is to help you land on the right chew plan — not to offer a blanket money-back guarantee.
If the First Box Misses the Mark
If the first box clearly misses the mark for your dog, here is how we work through it together:
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1
Contact us within 7 days of delivery. Reach Gnaw & Order, LLC so we can start the review while the details are fresh.
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We review the fit. We may look at your dog's profile, what was offered, how the chews were used, and what did not work.
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3
We make it right for your dog. In many cases we can adjust the next shipment to better match your dog's size, chewing style, and needs; provide coaching on using the chews within the Chew Safety & Use Protocol; or offer a one-time courtesy credit or replacement item tailored to your dog.
This Support Applies To
A customer's first box or first chew order only.
It Does Not Apply When
- The dog simply dislikes a single piece, but the rest of the order is appropriate.
- Product guidance and the chew protocol were not followed.
Boxes and Subscriptions
Introductory boxes, subscription boxes, and other curated assortments are generally final sale once shipped, due to the consumable nature of their contents.
However, if a box arrives with significant shipping damage, a clear fulfillment error, or a verified product issue, Gnaw & Order, LLC may review the affected item or order and provide a replacement, partial credit, or another reasonable resolution.
Safety-Related Concerns
If there is a safety concern, stop using the product immediately and seek veterinary guidance as appropriate. Gnaw & Order, LLC educational materials are not veterinary advice.
Customers reporting a safety concern may be asked to provide:
- ✓Order number
- ✓Product name and, if available, lot or batch information
- ✓Photos of the remaining product and packaging
- ✓A description of what occurred and when
Gnaw & Order, LLC may use this information for internal quality review, supplier follow-up, and customer-service resolution. Any refund, replacement, or credit in these situations remains discretionary unless otherwise required by law.
Chargebacks and Policy Abuse
Gnaw & Order, LLC may deny refunds, credits, or future service, and may contest chargebacks, where there is evidence of:
- Policy abuse or misuse of products
- Contradictory claims or incomplete information
- Repeated refund requests inconsistent with order history
- Failure to follow documented product guidance and the Chew Safety & Use Protocol
Limitation of Liability
To the fullest extent permitted by applicable law:
- Gnaw & Order, LLC's total liability for any approved refund or product-related claim will not exceed the amount paid for the affected product or order.
- All chew products carry inherent risks, and customers agree to use them in line with the Chew Safety & Use Protocol and the guidance provided on the site.
Instinct · Structure · Harmony