Refund policy

Our 30-Day Satisfaction Guarantee

We stand behind THE SYSTEM. Try it with your dog for 30 days. If it doesn't become your dog's new routine, contact us at shopify@usegrime.com within 30 days of receiving your order and we'll refund every penny — even if the cleanser is opened and the treats are partially used. You don't need to send back used product to qualify for the guarantee; we may ask for a photo or a quick note on what didn't work, simply so we can improve. This guarantee applies to first-time orders of GRIME, THE BRIBE, and THE SYSTEM.

Standard 30-day returns

Outside of the satisfaction guarantee, we have a 30-day return policy — you have 30 days after receiving your item to request a return. To be eligible for a standard return, your item must be in the same condition you received it, unused, and in its original packaging, with the receipt or proof of purchase. To start a return, contact us at shopify@usegrime.com. If your return is accepted, we'll send you a return shipping label and instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

Damages and issues

Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or incorrect, so we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain items can't be returned under the standard return policy — including perishable goods (such as food), personal care goods, custom or personalized products, hazardous materials, flammable liquids, gases, sale items, and gift cards. Note: our 30-Day Satisfaction Guarantee above takes precedence for GRIME, THE BRIBE, and THE SYSTEM — meaning that even though the cleanser and treats would normally fall under these exceptions, they are covered by the guarantee for first-time orders. Please get in touch with any questions about your specific item.

Exchanges

The fastest way to 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

If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As with standard returns, the item must be in the same condition you received it, unused, and in its original packaging, with the receipt or proof of purchase. (This is separate from, and in addition to, our 30-Day Satisfaction Guarantee.)

Refunds

We'll notify you once we've received and processed your return or guarantee claim, and let you know whether the refund was approved. If approved, you'll be refunded to your original payment method within 10 business days. It can take additional time for your bank or card issuer to post the refund. If more than 15 business days have passed since approval and you haven't seen it, contact us at shopify@usegrime.com.