Return and Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at contact@henryspets.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at contact@henryspets.com.

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

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If 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 contact@henryspets.com.

Henry’s has separate return and refund criteria for perishable vs. non-perishable items.

Perishable food items including all flavors of Henry’s Blocks, Stix, nuts and Hamster foods are not eligible for a standard return. If you notice an issue with a perishable item when it arrives, please contact us immediately after your order has been delivered. Issues with the package reported after the first 48 hours are not guaranteed a replacement.

Henry’s may require you to return perishable food items that are marked delivered to prevent scams if we are sending a replacement package.

Perishable items are only eligible for a refund or replacement if they arrive after the 7-day delivery window or are lost or severely damaged in transit.

If you have followed the instructions in the Healthy Diet for Squirrels (link) and Picky Eaters (link) handouts and your squirrel still doesn’t like the flavor of the Blocks you bought, email us at contact@henryspets.com  and we will send samples of our other flavors to find one your squirrel prefers.

Non-Perishable items have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt, invoice, or proof of purchase. Once we receive the items, your purchase price (minus shipping) will be refunded.

To start a return, you can contact us at contact@henryspets.com. Please note that returns must be sent to 158 Pioneer Way NE, STE 1, Floyd, VA 24091.

If your return is accepted, we’ll email you a return shipping label and instructions on how and where to send your package. Items returned to us without first requesting a return will not be accepted.

Please contact us with any questions regarding your return at contact@henryspets.com.

Books

Note: all book sales are final; books are non-returnable. If a book arrives damaged or in poor condition, please contact us and we will exchange it for a new one.

Damages and issues
Please inspect your order upon receipt and contact us immediately if an item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Damaged, defective, or missing items must be reported within 48 hours of delivery to qualify for return, refund, or replacement.

Exceptions / non-returnable items
Please contact us if you have questions or concerns about a specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Perishable items such as Henry’s Blocks are not eligible for exchange.

Refunds

We will notify you once we’ve received and inspected your return, and inform you whether the refund was approved. If 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 to your account. 
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@henryspets.com.

International Orders

Due to the variability in international shipping times and customs inspections, we cannot guarantee the delivery of products in a timely manner by the shipping carrier.

International customers are responsible for all customs duties, fees, taxes, or other charges that may be due upon receipt of your package. These charges are not included in the shipping cost unless otherwise stated. If a package is returned to us due to unpaid duties or taxes, we may (but are not obligated to) refund the cost of any non-perishable items in good condition, minus the shipping charges. Perishable items will not be refunded.