Refund policy

Deliveries:

Delivered packages are prepared to be frozen immediately after delivery. Totally Raw will not accept liability for packages retrieved after 1 hour of the delivery. 

Damages and issues
Please inspect your order upon reception and contact us immediately (within 3 hours of delivery ) if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

Damaged Delivery Process:

If you believe the order was delivered damaged or spoiled, immediately take photos of the products condition and contact us. Photos are a REQUIRED process of our policy due to the perishable nature of our products. We cannot safely advise our customers without understating all facts of the delivery. 

We will not process refunds or credit based on verbal explanations of damage. Physical evidence of damage is required by all shippers including UPS, FEDEX, GLS. No exceptions. 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods. If you ordered the wrong item by mistake, we can exchange the product for the correct items IN PERSON ONLY. We do not re-ship our perishable products unless it is a fault of ours. Please get in touch if you have questions or concerns about your specific item.

Refunds

Refunds are provided on a case-by-case basis. If we do not have the items in stock, customers will be notified if they prefer to wait for the back order to arrive or if they would like a refund. Refunds are not given for dissatisfied or delayed deliveries. Our team will investigate the concern and REPLACE the package as necessary.

Orders cannot be canceled after 1 business day, if a cancellation is requested after 1 business day, and it is approved, store credit will be issued minus a $15.00 restocking fee. Business days do not include Saturdays, Sundays, or US Holidays.

If you request to cancel on a weekend and we are closed, the order will continue to process, regardless of a cancellation. 

If you receive a damaged package, please contact us within 30 minutes the day of the delivery, so we can obtain all current information for a claim. 

If you believe there is a batch issue with your products and are unsatisfied with the quality, the physical product may be returned in person or picked up by us to investigate, prior to any refunds of original payment. Without receiving the physical product either by mail or in person, no refunds or store credit will be issued.

If you contact us with an order concern after 2 business days of receiving the order, we may issue store credit on a case-by-case basis. There will not be an option of reshipments or refunds after 2 business days. So that your claim is processed promptly, please provide us with pictures of your damaged or defected items. If you do not provide pictures of your claim we will investigate the issue by video, shipping details, and copy of packing slip to render a decision.

We do not refund or reship stolen orders. We do not refund / reship, based on physical dissatisfaction. This includes inconsistent product color, texture or packaging. No exceptions. If there is a claim of possible contamination or perished product, we will pick the product up from your home and send you a refund after our investigation. We take quality control very seriously and take all necessary steps of investigating product concerns. The process can take up to 2-3 weeks, in some cases, to be completely resolved. 

All order concerns should be emailed to info@happeedawg.com or phoned to (626)265-1823. *******Social media reps do not always have access to customer order history or private order information as we do not allow 3rd party access for the protection of our customers. Social media order complaints may or may not be answered. 

 If REPLACEMENTS /REFUNDS ARE approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@happeedawg.com.