Return & Refund Policy

 

Last updated: July 12, 2026

 

FOODCHAIN is committed to providing a confident and risk-free shopping experience. If your product does not meet expectations, you may request a return within fourteen (14) calendar days of delivery for eligible items.

 

To ensure smooth processing, all returns must comply with the conditions below.

 

Order Cancellation

Orders may be canceled before shipment by contacting FOODCHAIN Support. 

• If the order has not been processed, a full refund will be issued.
• If the order is already being processed or prepared for shipment, a handling fee may be deducted from the refund amount to cover costs incurred in attempting to intercept the shipment.
• Once an order has shipped, it cannot be canceled and must follow the return process outlined below.

 

Return & Refund Periods

Pet Food and Other Consumable Products

Eligible pet food and other consumable products may be returned within fourteen (14) calendar days of delivery, subject to the return conditions set out in this policy.

Feeders and Other Hardware Products

Eligible feeders and other hardware products may be returned within thirty (30) calendar days of delivery, subject to the return conditions set out in this policy.

To initiate a return, customers must first contact FOODCHAIN Customer Support and submit a return request.

Return shipping costs are the responsibility of the customer unless the return is due to a verified product quality issue.

 

RETURN REQUEST REVIEW PROCESS

After a return request is submitted, FOODCHAIN may require additional information, including but not limited to:

• Photos or videos of the product
• Product serial number (SN)
• FOODCHAIN App account information
• Proof of purchase
• Troubleshooting results
• Packaging information

This information may be required to:

• Verify ownership and return eligibility
• Assess reported product issues
• Determine whether a return qualifies as a quality-related return
• Identify the appropriate return method and shipping arrangement

Once the review is completed, FOODCHAIN will provide return authorization and detailed return instructions.

Returns shipped without prior authorization may be delayed, refused, or deemed ineligible for refund processing.

  

RETURN AUTHORIZATION REQUIREMENT

All returns require prior authorization from FOODCHAIN.

Customers must wait to receive return authorization and return instructions before shipping any merchandise.

FOODCHAIN is not responsible for packages returned without prior authorization, shipped to an incorrect return address, or returned contrary to the provided return instructions. Such returns may be refused, returned to the sender, or deemed ineligible for a refund. Any shipping or handling costs incurred as a result, including return-to-sender fees or other related charges, are the sole responsibility of the customer. 

Unauthorized returns may experience processing delays or may be rejected.

 

RETURN METHOD OPTIONS

After return authorization is approved, customers may choose one of the following return methods depending on product condition and packaging availability.

Using Original Packaging

 

• Customers may request a FOODCHAIN return shipping label after return authorization is issued.
• For non-quality-related returns, the return shipping cost may be deducted from the refund amount.

Without Original Packaging

• Customers may arrange return shipping independently after receiving return authorization and return instructions.
• FOODCHAIN may be unable to provide a return shipping label when original packaging is unavailable.

 

RETURN CONDITIONS

To ensure product safety and hygiene, all returns must meet the following requirements. 

Product Condition

For Pet Food and Other Consumable Products

• Products must be unopened, unused, and remain in their original sealed packaging.
• Opened, used, or unsealed consumable products are not eligible for return except where required by applicable law or due to a verified quality issue.

For Feeders and Other Hardware Products

• Products must be returned with all accessories, manuals, and original components.
• Where applicable, products must be emptied, cleaned, and reasonably sanitized before return.
• Products returned in excessively dirty or unsanitary condition may be subject to a cleaning fee of up to $50, where permitted by applicable law.
• Products must otherwise comply with the return authorization and instructions provided by FOODCHAIN.

 

Quality-Related Returns

•  If the product is damaged, leaking, spoiled, incorrectly shipped, missing items, or otherwise does not match your order, Please contact our customer service promptly.
• After review, FOODCHAIN will determine the appropriate resolution, which may include a refund, replacement, or store credit, depending on the nature of the issue.

 

NON-RETURNABLE ITEMS

For hygiene, food safety, and consumer protection reasons, the following items are not eligible for return or refund once opened, used, or unsealed:

• Pet food (including wet food, dry food, freeze-dried food, treats, supplements, toppers, and other edible products)
• Cat litter (all types)
• Purifying liquid refills
• Water filters and filter cartridges
• Desiccants
• Trash bags
• Used litter mats
• Used pet brushes
• Used toys
• Other hygiene-sensitive consumables and accessories

To be eligible for a return, these products must be unused, unopened, and remain in their original sealed packaging.

 

SHIPPING & RETURN COSTS

 Customers are responsible for return shipping costs unless the return is due to a verified product quality issue.

 Orders shipped outside the contiguous United States may incur additional return logistics charges.

 Original shipping charges are non-refundable unless otherwise required by law or due to a verified product quality issue.

 If a quality-related return is approved, FOODCHAIN will cover the return shipping cost.

 

WRONG ADDRESS, DELIVERY ISSUES & RETURNS TO WAREHOUSE

Customers are responsible for providing a complete and accurate shipping address at checkout.

If a package is returned to FOODCHAIN due to:

• An incomplete or incorrect shipping address provided by the customer
• Failed delivery attempts by the carrier
• Refusal of delivery by the recipient
• Carrier hold expirationReturn-to-sender events beyond FOODCHAIN's control

FOODCHAIN will attempt to contact the customer to arrange reshipment.

If reshipment is requested, additional shipping charges may apply.

If reshipment is not possible, declined by the customer, or the customer cannot be reached after reasonable attempts to establish contact, FOODCHAIN may issue a refund for the order.

Any refund issued under these circumstances may be reduced by:

• Original outbound shipping costs
• Return shipping charges incurred by FOODCHAIN
• Additional carrier fees associated with the return

FOODCHAIN is not responsible for delays, losses, spoilage, or damage resulting from incorrect addresses, failed delivery attempts, refusal of delivery, or other delivery issues outside of FOODCHAIN’s control.

 

PRODUCT QUALITY ISSUES

If you receive a product that is damaged during transit, leaking, spoiled, expired, incorrectly shipped, missing items, or otherwise does not match your order, please contact FOODCHAIN Customer Support within 7 days of delivery if the affected product is a food item, so we can promptly investigate and assist you. Claims submitted after this period may still be reviewed on a case-by-case basis; however, our ability to verify the issue or provide a replacement, refund, or other appropriate resolution may be limited.

If you believe a smart feeder or other smart device is defective, malfunctioning, damaged during shipment, missing parts, or otherwise fails to perform as intended, please contact FOODCHAIN Customer Support as soon as possible and provide supporting information.

To evaluate the reported issue, FOODCHAIN may request:

• Photos
• Videos
• Product serial number (for smart devices, where applicable)
• Batch number or expiration date (for food products, where applicable)
• Diagnostic information or troubleshooting results (for smart devices, where applicable)
• Additional documentation reasonably necessary to evaluate the reported issue

Once the reported issue has been verified, FOODCHAIN will provide the appropriate resolution. Where applicable, this may include return authorization, return instructions, a prepaid return shipping label for eligible quality-related returns, a replacement, a refund, or store credit, at FOODCHAIN’s discretion.

If the requested information is not provided, FOODCHAIN may be unable to complete the quality assessment or determine eligibility for quality-related return, refund, replacement, or warranty benefits.

 

REFUND PROCESSING

Once an authorized return is received and inspected by FOODCHAIN, refunds will be processed according to the following terms.

• We will process and issue a refund to your original payment method within 7-10 business days after receiving the returned merchandise.
• Once the refund is issued, your bank, credit card company, or payment processor is responsible for applying the funds to your account according to their processing timelines.
• Refunds can only be issued to the original payment method used at checkout.
• You will receive an email confirmation once the refund has been processed.

 

REFUND DEDUCTIONS & ADJUSTMENTS

The following deductions may apply where permitted:

• Return shipping fees for non-quality-related returns (if label is provided)
• Original shipping costs (non-refundable unless quality issue)，Original outbound shipping costs, which are non-refundable unless the return is due to a confirmed quality-related issue or an error by FOODCHAIN.
• Cleaning fee (if applicable)
• Missing accessories or components (deducted at retail value)
• For approved returns requested beyond the 14-day return window, a depreciation fee may apply based on product condition, usage, and time elapsed since delivery

FOODCHAIN reserves the right to adjust refund amounts based on the condition of the returned merchandise and compliance with this policy.

 

THIRD-PARTY PURCHASES

If your FOODCHAIN product was purchased through an authorized retailer, distributor, marketplace, or third-party seller, return and refund requests must be handled directly through the original seller in accordance with that seller's policies.

FOODCHAIN may provide technical support for eligible products but cannot authorize refunds, returns, or exchanges for purchases made through third-party sales channels.

 

FINAL NOTES

• FOODCHAIN reserves the right to deny any return request that does not comply with this policy.
• All approved returns must be shipped only to the return address designated by FOODCHAIN.
• Return authorization and return instructions must be obtained before shipping any merchandise.
• Unauthorized returns may be refused, delayed, or deemed ineligible for refund processing.
• FOODCHAIN reserves the right to investigate claims involving suspected abuse, fraud, chargeback misuse, or violations of this policy.
• Nothing in this policy limits any consumer rights that may apply under applicable law.

 

CONTACT US

For return requests, warranty support, refund inquiries, product quality concerns, refund inquiries, or other questions regarding your order, please contact FOODCHAIN Customer Support:

[return@foodchain4pet.com]