Jurdines Commitment to Quality
Every product we carry is chosen to meet the same standard we hold for our own pets. If a purchase falls short of that standard, we will make it right — without friction, without judgment.
1. Return Window
You may request a return within 30 days of the confirmed delivery date. To qualify, items must be:
- Unused and in their original, unaltered condition
- In original packaging with all tags, inserts, and accessories intact
- Free from signs of wear, odor, pet hair, or damage caused after receipt
Returns requested outside the 30-day window will not be accepted.
2. Return Authorization — Required Before Shipping
To protect both parties and ensure your return is handled promptly, all returns require a Return Authorization (RA) number before any item is shipped back to us.
- Email our concierge team at
concierge@jurdines.com with:
- Your order number
- The item(s) you wish to return
- The reason for the return
- Photos if the item is damaged or defective
- We will respond within 2 business days with your RA number and return instructions.
- Write your RA number clearly on the outside of the return package.
- Ship the item to the address provided in the RA confirmation.
Packages received without a valid RA number may be refused or returned to sender at the customer's expense.
3. Return Shipping Costs
Return shipping costs are the responsibility of the customer, except in the following cases:
- The item arrived damaged, defective, or materially different from what was ordered
- We shipped the wrong item
In these excepted cases, we will provide a prepaid return shipping label at no cost to you.
We recommend using a tracked shipping method for all returns. Jurdines is not responsible for return packages lost in transit.
4. Refund Processing
Once we receive and inspect your return (typically within 3 business days of arrival), we will notify you by email with an approval or rejection decision.
- Approved refunds are issued to your original payment method via Stripe within 5–7 business days of approval.
- Please allow an additional 2–5 business days for your bank or card issuer to post the credit to your account.
- Original shipping charges are non-refundable unless the return is due to our error.
5. Final Sale — Hygiene & Wellness Items
For the health and safety of all pets and their owners, the following categories are Final Sale once the manufacturer's seal has been broken or the packaging opened:
- Pet food, treats, and chews
- Dietary supplements and vitamins
- Grooming solutions, shampoos, conditioners, and sprays
- Dental hygiene products
- Flea, tick, and parasite treatments
- Any product explicitly marked "Final Sale" or "Non-Returnable" at time of purchase
- Personalized or custom-engraved items
This policy exists to ensure every customer receives a product that has never been used on another animal. We appreciate your understanding.
6. Damaged or Defective Items
If your item arrives damaged or is defective, please contact us at concierge@jurdines.com within 7 days of delivery with your order number and clear photographs of the damage. We will arrange a replacement or issue a full refund at no cost to you.
7. Order Cancellations
Orders may be cancelled within 1 hour of placement by emailing concierge@jurdines.com with your order number. Once an order has entered fulfillment or shipped, it cannot be cancelled — please use the standard return process above.
8. Exchanges
We do not process direct exchanges at this time. To exchange an item, return your original purchase for a refund (subject to this policy) and place a new order for the desired product.
9. LLC Disclosure
All returns, refunds, and related customer service are processed by Excello Enterprises LLC, doing business as Jurdines. Refunds are issued through Stripe, Inc. and credited to the original payment method on file.
10. Questions
Our concierge team is here to help.
Email: concierge@jurdines.com
Response time: Within 2 business days
You may also review our Terms of Service or
Privacy Policy for related information.