OurPack Health — Shipping, Returns & Refunds Policy

Version: 2.0 Effective Date: August 10, 2026 Operator: OurPack Health, Inc., a Nevada corporation ("we," "us," "our") Applies to: purchases from the OurPack Store at shop.ourpackhealth.com and the Marketplace in our apps

This Policy is incorporated into the Terms of Service (Section 29) and forms part of your agreement with us. Where this Policy and a manufacturer's own warranty both apply, whichever gives you more is the one we will honour. Placing an order is your acceptance of this Policy.

The short version. You have 30 days from delivery to start a return. You need a Return Merchandise Authorization (RMA) number before you send anything back. Items must be unopened, unused and in their original sealed packaging. You pay return shipping and it comes out of your refund, and a restocking fee may apply — unless the problem was ours, in which case you pay nothing. Anything your animal eats, wears against their body, or that has been opened cannot come back at all.

1. Who can buy

The OurPack Store sells only to OurPack care plan members, and a care plan is free. There is no guest checkout.

Before you can add anything to a cart you need a free account and at least one pet on it, with that animal's species and basic details. This is not a marketing gate and it is not a step we can skip for you. The store is built the way an auto-parts store is built: it shows what fits the animal you are buying for. Fitment depends on species, life stage and weight, and without an animal on file the store cannot tell you whether a product is right, safe or the correct size — which is the only reason to shop here rather than anywhere else.

Creating an account costs nothing, requires no card, and the care plan attached to it is free permanently.

Prices are the same for everyone. Membership tier changes shipping and loyalty points. It does not change the price of a product.

2. Shipping

Where we ship. The United States, including Alaska and Hawaii. We do not ship internationally. Some carriers cannot deliver to PO boxes — if the carrier for your order cannot deliver to your address, we will contact you before charging you.

What standard ground shipping costs.

The $9.95 is a flat, per-order charge. It does not change with the weight of your order, the number of items, the number of boxes your order ships in, or where in the United States you are.

Faster shipping. Where a product and its warehouse support it, two-day and next-day delivery are offered at checkout at the actual carrier rate for your address and your order. Expedited shipping is charged in full and is never discounted: a paid member who chooses next-day pays the full next-day rate, and the free standard shipping their plan includes is not credited against it. Neither is the $9.95 a free care plan member would otherwise have paid.

Expedited options appear at checkout only when they are genuinely available for every item in your order and to your address. When they do not appear, standard ground is the only method offered, and that is the honest answer rather than a fault.

When it ships. Orders placed before 12:00 p.m. Pacific on a business day generally leave the warehouse the same or next business day. Orders placed at a weekend or on a public holiday leave the next business day. Delivery estimates run from dispatch, not from when you ordered.

How long it takes. Standard ground delivery is typically 2–7 business days after dispatch, depending on distance. These are carrier estimates, not guarantees, and weather and peak periods affect them.

Split shipments. We stock from several distributors and each ships what it holds. An order can arrive in more than one box, on more than one day, with separate tracking for each. You are never charged more than once for shipping because an order split — the $9.95 is per order, not per box.

Tracking. You get a tracking number per shipment by email as soon as the carrier scans it, and tracking is visible in your order history.

Title and risk of loss pass to you on delivery by the carrier.

3. If something goes wrong on the way

These are our problems, not yours. In every case in this section we pay return shipping, there is no restocking fee, and you get a replacement or a full refund including what you paid for shipping.

Damaged in transit. Tell us within 7 days of delivery at support@ourpackhealth.com or from your order history, with a photo of the item and of the box if you can. Keep the packaging until we have resolved it — the carrier sometimes needs it for a claim.

Wrong item. If we sent something you did not order, tell us within 30 days of delivery. We pay return shipping and send the right item.

Defective on arrival. If an item does not work as it should out of the box, tell us within 30 days of delivery. After 30 days, manufacturer warranty terms apply and we will help you make the claim.

Never arrived. If tracking shows delivered and you do not have it, check with your household and neighbours first, then contact us within 14 days of the tracking date. If it is genuinely lost we replace it or refund it.

4. Cancelling an order

You can cancel any time before your order is handed to a carrier, at no cost and with no fee. Email support@ourpackhealth.com or use the cancel option in your order history, and we will stop it if we still can.

Once a distributor has handed a parcel to a carrier we cannot recall it. At that point the order is a delivery, and your options are to refuse delivery at the door or to return it under Section 5. An order cancelled after dispatch is treated as a return, including the return shipping deduction and any restocking fee.

We may cancel an order ourselves — for a pricing or stock error, a payment we cannot verify, an address a carrier will not serve, or a suspected reseller purchase. If we cancel, you are refunded in full and you are never charged a fee.

5. Returns

The window. Returns must be requested within 30 days of delivery. A request made on day 31 cannot be accepted, and the delivery date on the carrier tracking is the date we go by.

The condition. To be returnable, an item must be:

• unopened and unused, with every factory seal intact;
• in its original packaging, undamaged, with all manuals, parts, hardware and accessories included;
• free of any writing, tape or shipping label applied directly to the manufacturer's box.

An opened item cannot be returned. Not "opened and unused" — opened. Breaking the seal is the end of it. This is not a convenience rule and we are not applying it grudgingly: once a pet product has left our supply chain and been opened, we cannot verify how it was stored, what it was exposed to, or whether it is still safe for the next animal. We will not resell it, and we would not want a product that had been through that sold to us either.

Original packaging is part of the product. A returned item with no box, or in a box that has been cut open, written on or used as the shipping carton, is not in saleable condition and will be refused or heavily reduced.

Who pays return shipping.

Restocking fee. For a return that is not our fault, we may charge a processing and restocking fee of up to 25% of the item price, with a minimum of $10, deducted from your refund. The fee reflects what it actually costs to inspect a returned item, repackage it, and put it back into a distributor's stock — and on a low-value item that cost does not shrink, which is why there is a floor. We do not charge a restocking fee when the fault is ours, when we cancelled the order, or when an item arrived damaged, defective or wrong.

The fee that applies to your return is stated on the RMA before you ship anything back. You will never learn about it from your refund.

Refused deliveries. A parcel you refuse at the door comes back to us and is processed as a change-of-mind return, including the return shipping deduction and any restocking fee. If you want to return something, requesting an RMA costs you less than refusing it.

6. How to start a return — the RMA

Every return needs an RMA number before it ships. Send a parcel back without one and we cannot match it to you: returns go to several different warehouses, and an unlabelled box can take weeks to trace to an order — or arrive at a warehouse that has no record of it and is under no obligation to keep it.

Unauthorized returns may be refused or returned to you at your expense, and we cannot issue a refund for a parcel we cannot identify.

To request one:

1. Open your order history at shop.ourpackhealth.com, find the order, and choose Request a return — or email support@ourpackhealth.com with your order number.
2. Tell us which items and how many of each, and why. If the item arrived damaged or defective, attach a photo; it usually removes the need for us to ask a second time.
3. We respond with a decision, an RMA number, the return address for that item, a prepaid return label where one applies, and the exact fees that will be deducted.

An RMA is valid for 30 days from the day we issue it. If your parcel has not been scanned by the carrier within that window the RMA expires, and an expired RMA is treated as an unauthorized return. You can request a new one, but the original 30-day return window still has to have been met.

Write the RMA number on the outside of the shipping carton, never on the manufacturer's box. Ship the item back in an outer carton, not in its own retail packaging — a manufacturer's box used as a shipping box arrives damaged, and a damaged box is not a returnable condition.

Keep your tracking number. Until the item reaches the warehouse it is your parcel, and a return that never arrives and cannot be traced cannot be refunded.

7. Refunds

How you are refunded. To the original payment method. We do not issue refunds by cheque, cash, store credit or to a different card.

When. Refunds are issued within 5 business days of the item being received and inspected at the returning warehouse, and typically appear on your statement 5–10 business days after that, depending on your bank. Inspection is what the clock starts on, not the delivery scan.

What you get back.

Item price − return shipping (if you are paying it) − restocking fee (if one applies) = your refund

Original shipping. The shipping you paid on the outbound order is refunded when the return is our fault. It is not refunded when you changed your mind — we paid the carrier to bring it to you and that has already happened. Members paid nothing for standard shipping, so there is nothing to refund. Expedited shipping charges are never refunded on a change-of-mind return.

Partial returns. Return part of an order and we refund those items. A flat $9.95 shipping charge is not divided across items and is not partially refunded.

Rejected returns. If an item arrives opened, used, damaged by you, missing parts, or outside its window, we will contact you before doing anything. You can have it shipped back to you at your cost, or we can dispose of it. If we do not hear from you within 30 days of that message, we will dispose of it and no refund is due.

Loyalty points. Points from a purchase are held until that order's return window closes, so a refund inside the window simply removes points that were never spendable. Points that had already become spendable are not clawed back. If you paid with points and then return the order, the points return to your balance at the value they were redeemed at.

Chargebacks. If you dispute a charge with your bank instead of contacting us, we will provide the carrier's delivery record and this Policy to your bank. Talking to us is faster, and in most cases it gets you more.

8. What cannot be returned at all

The following are final sale and cannot be returned once delivered, unless they arrived damaged, defective, or were not what you ordered:

• Anything your animal eats or that goes in or on their body — food, prescription diets, treats, dental chews, supplements, vitamins, topicals, shampoos, ear and eye preparations, flea and tick products, and dental care. This applies once opened, and also once delivered for any item that is not in a factory-sealed outer package.
• Opened items of any kind, per Section 5.
• Used, worn or washed items — a harness that has been on an animal, a bed that has been slept in, a toy that has been chewed.
• Prescription and veterinarian-authorized products, which cannot re-enter the supply chain under any circumstances.
• Hazardous materials, including anything a carrier will not accept as a return.
• Gift cards, digital items and downloadable content.
• Custom, personalised and made-to-order items.
• Clearance and final-sale items, where the listing says so.

Where a listing says an item is final sale, that statement governs and it is shown before you buy.

If a product harmed your animal, this section is not the answer. Stop using it, contact your veterinarian, and then contact us. We handle product safety reports separately from returns and we do not need the item to be returnable to take one seriously.

9. Services, insurance and third-party plans

Some listings are not physical goods — pet insurance policies, training, boarding, sitting, and laboratory test kits redeemed with a provider. These are sold and delivered by the provider named on the listing, on that provider's own terms.

Returns and cancellations for these go to the provider, not to us, and the provider's cancellation terms are what apply. We will help you find the right contact and follow it up, but we cannot cancel a policy or a booking on your behalf and we do not hold the money.

A test kit that has not been registered or used is a physical product and is returnable under Section 5 like anything else. Once it has been registered to an animal or a sample has been taken, it is not.

10. Products are not treatment

Nothing in the Store is a prescription, a diagnosis, or a course of treatment, and nothing on a product page is veterinary advice. Product claims are the manufacturer's, shown as the manufacturer states them. Our recommendations are educational and are ranked by clinical fit for your animal — never by our margin, a commission rate or a placement fee.

If your animal is unwell, contact a veterinarian.

11. How we are paid

We choose what to stock and we earn a margin on what we sell. Where we link to another retailer we may earn a commission if you buy through that link. Those relationships are disclosed on the listings themselves. No brand can pay to rank higher, appear in a recommendation, or be shown first.

12. Changes to this Policy

We may revise this Policy. The version in force for your order is the one published when you placed it, and every published version carries its version number and effective date at the top of this page. Material changes are summarised in the store and in your account.

13. Contact

support@ourpackhealth.com — orders, returns, RMAs, anything that went wrong. Include your order number and we will answer faster.

For a return, the fastest route is Request a return in your order history, which reaches the same team already holding your order.

OurPack Health, Inc. · 732 South 6th Street # 5497, Las Vegas, NV 89101 · legal@ourpackhealth.com