Refund policy

Cancellation Policy: Customers have 30 minutes to cancel an order for a full refund after it has been placed. After the 30-minute window, a restocking fee will apply. Customers have 3 days from the time of delivery to submit a return request and provide tracking information to receive a refund for the product, minus any applicable restocking fees.

 

Return Policy: You may return products within 15 days of receiving your order for a full refund, minus any applicable shipping and restocking fees.

Return Eligibility: To be eligible for a return, products must be unopened and unused. Additionally, they must be stored properly according to the instructions on the packaging. Returns may be denied if there are signs of improper storage, such as exposure to extreme temperatures or humidity. If a product has been opened or used, it may either be ineligible for return or subject to a partial refund, depending on its condition.

Picky Eater Clause: If your animal refuses to consume the product, you have 10 days from the date of purchase to initiate a return. Refunds will be issued for the product cost only, excluding shipping and restocking fees.

Restocking Fee: A restocking fee of 10% of the purchase price or $20.00, whichever is lower, will be deducted from the refund amount for all returns and cancellations made after the initial 30-minute cancellation window.

Return Shipping: It is the purchaser’s responsibility to cover the cost of return shipping unless otherwise discussed and agreed upon with OptiWize Health. An email with the return tracking number must be submitted to our customer service team to confirm the return. All returns should be sent to the following address:

OptiWize Health
1220 Satterwhite Rd #902
Buda, TX 78610

Damaged or Defective Products: If the product arrives damaged or defective, immediately email us at contactus@optiwizehealth.com with pictures of the damages to the shipping box and product. A customer representative will contact you within 24 hours regarding a replacement.

Address Policy: OptiWize Health is not responsible for incorrect or undeliverable addresses. It is the purchaser’s responsibility to confirm the correct shipping address before completing the purchase. Please note that we do not ship to P.O. Boxes.

Pricing and Product Policy: Product prices and specifications are based on the information available at the time of posting and are subject to change without notice. All dimensions, weights, and carton counts are subject to standard deviations. Please be aware that products may have slight variations in color from item to item or batch to batch; however, the exceptional quality of our products will always reflect our high standards.

60-Day Satisfaction Guarantee: To qualify for our guarantee the animal experiencing lameness must have a veterinary diagnosis, an active approved dosage consultation, and be consistently fed the recommended dosage provided by an OptiWize consultant. Regular photo or video updates, as outlined in your consultation, are required to monitor progress. The 60-day guarantee period begins when the animal starts the fully recommended rehabilitation dose (3-day acclimatation period).

If during the 60 days of continuous use at the recommended dosage, you do not notice any improvement in your animal’s condition, please contact us by replying to the initial consult email and provide an updated video of your animal. Please note, failure to submit the requested photos and videos in a timely manner may void the 60-day money-back guarantee.  If feeding to multiple animals the refund may be adjusted to the amount of product used by the approved animal.

To initiate a return or for any questions, please contact our customer service team at 512-640-6502, Monday to Friday, 9 am to 6 pm Central, and Saturday, 9 am to 2 pm Central, or use the contact form on our website.