Heritage Ranch by H‑E‑B Grain Free Duck & Sweet Potato Recipe Dry Dog Food, 6 lb

Returns

In order to return your item(s), you may bring them to our HQ at 7000 Rain Creek Pkwy any day of the week between 10:00-8:00 Pm within at least 14 days of your purchase. If the items are undamaged, unused, and we can find a record of your purchase, we will digitally refund the cost of your item(s) immediatley.

If you prefer, you may make a contactless dropoff by first texting us at 512-705-6738 with the product(s) you're dropping off, when you will drop them off, and your order # (can be found in your order confirmation email). After providing this info, you may drop off your product(s) by our doorstep without having to confront us in person.

Due to the coronavirus, we will not be accepting returns on any of the items listed below: 

• Paper Towels/Bath Tissue
• Thermometers
• Analgesics
• Disinfecting Spray
• Disinfecting Wipes
• Frozen Food
• Liquid/Bar Soap
• Hand Sanitizer
• Vitamins/Supplements
• Laundry Detergent
• Cold/Allergy/Sinus Medication

While we'll refund the full price of your undamaged returned item(s), we won't return any of the $5-10% service fee collected from your purchase. 

Damaged Items

If you find that one of your items was damaged by us before being dropped off at your doorstep, the same rules for undamaged returns apply. However, if we have reasonable certainty that your items wern't damaged as the result of our wrongdoing, then we may refuse your refund. We'll refund the full price of your damaged items otherwise, including the addition to your service fee these damaged items caused.

Refunds

As long as you meet the requirements in the returns section, we'll give you a full refund of the cost of your returned items, including the service fee for damaged items and excluding it for undamaged items.

If you wish to refund your delivery tip, simply text us at 512-705-6738  with your order # (can be found in your order confirmation email) and what you would like to decrease your tip to. Your change will stay anonymous and we won't hold it against you; but if you could tell us the reason for your change, that would be greatly appreciated.

Below are the type of refunds we offer and whether or not we'll offer a Service Fee refund for them:

Additional service fee for items refunded for:

-Alcoholic beverages accidentally listed on our catalog

-Items we're responsible for damaging during your delivery

-Missing items from your order we havn't notified you about in advance

Additional service fee for items 1/2 refunded for:

-Sold out items

-Items you remove from your order after you've checked out

-Order Cancellations

Additional service fee for items not refunded for:

-Undamaged items you return to our distribution center

Removing items from your order

After you pay for your items, you may remove an item from your order before your delivery time interval by texting us at 512-705-6738 with your order # (can be found in your order confirmation email) and the item(s) you would like to remove. While we'll refund the full price of your removed item(s), we'll only return half of the $5-10% service fee collected from your removed items. 

Absent or extra items

If you find an extra item in your order, feel free to keep it. Consider it a present for our mitsake (misakte) ((mistake!!)).

However, if you're on the losing side of this type of error and find one of your items missing without us notifying you in advance, text us at 512-705-6738 with your order # (can be found in your order confirmation email) and the item(s) missing from your delivery. Unless we have a reasonable assurance that we did indeed send you all of your items, we'll give you a full refund for your products, including the addition to your service fee these absent items caused.

Late or missing refunds

It may take a while for your refund to come through, so please allow a week or two for the transaction to show up. If your refund doesn't come through, double check your credit card and contact us so we can sort out the problem.

Sold out items

Because of recent supply shortages caused by Covid-19, an item that is available in stores one day could be missing the next and likewise. While we aim to update the avalibility of our products daily, we are often unable to keep up with this supply chain instability.

Whenever we're unable to purchase one of your ordered items, we'll automatically refund the full cost of your missing goods, including 1/2 of the addition to your service fee these sold out items caused, and text you before your delivery with the items we were unable to order.

Cancelling an order

You can cancel an order for a full refund without any additional fees at any time before your delivery time interval.

To cancel your order, text us at 512-705-6738 with your order # (can be found in your order confirmation email) and let us know that you would like to fully cancel your order. We'll text back to confirm your cancellation. We'll refund the full price of the cancelled goods in your order along with 50% of the addition to your service fee these items caused.