Refund policy
Refund Policy
Our 90-day money-back guarantee
TearCalm is meant to be used. You can't tell whether it works for your dog without applying it for several weeks — so our guarantee is built around that.
If TearCalm isn't right for your dog, email us within 90 days of delivery and we'll refund you in full.
How to request a refund
Email support@thebig-paw.com with your order number and a short note about what didn't work.
We'll confirm within two business days and send you return instructions. Return shipping is at your own cost, except where the product arrived damaged or we sent the wrong item.
When you'll get your money
Once your return has been received and processed, your refund goes back to your original payment method within 5 to 10 business days.
If it hasn't arrived after 10 business days, check with your bank first — then email us and we'll chase it.
What's covered
The full amount you paid for the product, including the shipping you paid on your order.
On multi-bottle bundles, the guarantee covers the whole order.
Damaged or incorrect orders
If your order arrives damaged, or isn't what you ordered, email us with a photo and we'll send a replacement straight away — no return needed.
Subscriptions
Cancelling a subscription and requesting a refund are two different things. See our Cancellation Policy for how to cancel, and use the guarantee above if you want your money back on a delivery you've already received.
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