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Terms of Service
Terms of Service (Product, Services, Shipping & Membership) - https://real.dog
Terms of Service (Product, Services, Shipping & Membership) - https://real.dog
Ruby Balaram avatar
Written by Ruby Balaram
Updated over a week ago

We hope that you and your companion animal are happy with your Real Labs, Inc. products.  However, if for any reason you are dissatisfied, please contact us to discuss how we may help resolve any issues you may have by texting us at 858-348-5954 or emailing at help@real.dog. In the instance that there is a defect in your order, it was not received or delivered when promised, Real Labs, Inc. will happily replace your order if you notify us within 30 days of the original purchase.

Policies & Disclaimer

We are not veterinarians and cannot diagnose your companion animals or prescribe a diet or a supplement for them. Our products offered for sale on this website carry no guarantees. We are here to guide you on your fresh food journey based on our research and experience as fresh food advocates. You agree to defend, indemnify and hold harmless Real Dog Box and its respective employees, service providers, and suppliers from and against all claims and expenses, including attorneys' fees, arising out of your use of any product or service. You may review additional information regarding our policy here.

You may review additional information regarding our website, privacy, and other policies here.

Terms of Sale

All sales are final, few exceptions are made on a case-by-case basis. By purchasing our product you, the buyer, assume all risks associated with the use of these goods, whether used alone or in combination with other products. You acknowledge and agree to receive any combination of our items listed at the bottom of this page.

If we make a mistake with your box, we will make it right! Box changes and cancellation requests must be made at least 24 hours before your box renews (see below). If your cancel request was received timely and we inadvertently ship a box out to you, you must refuse the package upon delivery and return to sender. When you write "Return to Sender" on an unopened package, the postal carrier will return the package to us at no additional cost to you. We will apply a full credit to your account upon receiving the box back unopened, with all items in its original packaging. If the box has been opened, you may keep the box and a 50% credit off the original purchase will be applied to your account or you may return the box to us (postal fees not covered).

If a mistake is made on our end regarding the contents of your box (missed restriction, box change, etc.), you must notify us as soon as possible, and within 30 days of receipt, so that we may resend or replace the contents correctly.

You must request changes 24 hours before your box renews. If there is a user-end error made with the order, (i.e., you did not cancel on time, you forgot to switch your box before it renewed), you may choose to keep the box for its full price or return to sender. When you write "Return to Sender" on an unopened package, the postal carrier will return the package to us at no additional cost to you. In the case of the user-end error, we will apply a partial credit to your account upon receiving the box back unopened, with all items in its original packaging, for the amount paid minus the cost of shipping. If the box has been opened, you must cover the cost of a replacement box and the shipping fee which varies among box sizes and weights.
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It is expressly understood that Real Labs, Inc. and its respective employees, service providers, and suppliers are not responsible and will not be held liable for damages and/or injury caused by the use of any of these products, and that our liability ceases with prudent delivery of these products to location provided with your order.

Our Satisfaction Guarantee
We promise to replace the items that your dog does not care for in your box. You must contact us within 30 days of receiving your box in order to receive a replacement in your next box. We will also add that item to your Do Not Send List so that you won't receive it in the future! If we send you replacement items and your dog does not like those, we do not offer the option to replace those again.

We do not use any chemicals or preservatives on our fresh treats and chews. If you find that any of your treats or chews have developed mold, you have up to 30 days from the day your box has been delivered to receive a free replacement from us. 

You must be a subscriber to receive replacements. One time orders placed by inactive customers (no active subscription) can not be modified and do not qualify for replacements.

Secret Shop orders are final and do not qualify for replacements.

New Member Boxes
Each month we make a new combination of treats and chews to ensure your pup's nutritional diversity. Unfortunately, should we get an influx of new members signing up, we cannot ensure the same combination we've published on social media, but we do promise to get your first box out as soon as possible with the best nutritional variety we can offer. If we do need to replace a certain item, we'll always offer a comparable replacement for that month. We are an incredibly small company and sourcing is one of our biggest challenges. Thank you for understanding.

Referrals
When you sign-up with a referral link or username, we'll add a free bag of treats to your first box! We can honor referrals for up to 30 days. If you sign up for your first box, but forget to send your referer's information our way, that's OK! You'll be notified your subscription is renewing (28 days later), and you'll have 2 more days to notify us.

Wellness Members will earn double referral points.

Referral fees may be changed at the discretion or Real Dog Box without notice.

Cancellation of Service
We have zero commitments. You can skip a box, switch a box or cancel anytime after receiving your first shipment. We don't tie you in for multi-month subscriptions like other box subscription companies, the only thing we ask is that you give us a shot before canceling.

If you prefer to buy a one-time box to try us out, you can do so through our gift page.

You must request to cancel your box at least 24 hours before your box renewal. We make every box fresh to order and as soon as your box renews, we are preparing your box for shipment, and it's important that we receive your request to cancel before your box renews. Request to cancel directly within your account or via our member service text line 858-348-5954 and we will get back to you within 24 hours. 

** It takes up to 24 hours for our team to receive your request and reach out to finalize your cancellation.

Reminder emails are sent 3 days prior to renewal.

If a request to cancel is received after your box renews, we will do our best to pull your order from shipping but we cannot guarantee we will be able to do so. Consistent with our general Terms of Sale above, the buyer will be responsible for any shipping costs associated with returning the product.

It's our policy that we wait until you receive your first box to cancel your subscription because we want you to be able to try your first box to see just how beneficial these air-dried treats are as an addition to your dog's diet! We are a small team with limited resources and a big mission! 

If you decide it is not the best decision for your pup or that there's something else better for your pup out there, we can cancel your box after you get your first shipment.

Making Changes
You may make changes to your box 24 hours before your box renews. With every box renewal, your payment confirmation email indicates when your next box will be shipped.

If you'd like to make any changes to that box, including skipping that box, you must notify our Member Service Team 24 hours before it renews. If your box renews and you want to skip it after it's been charged, you will receive a credit to your account to go towards your next box. You may reach us by TEXT or email 858-348-5954 or email help@real.dog.

Terms of Shipping
We ship your subscription box out 1-2 days business days after you place your order. You will receive your tracking number at the email used when signing up for your account. If you have not received your shipping confirmation email within 5 days of placing your order, please do not hesitate to TEXT our member service team 858-348-5954 or email help@real.dog. We will inform you of any delays on our part.

Secret Shop orders are shipped once a week on the following Tuesday.

Shipping Charges & Real Dog Box Membership

Beginning September 22, 2023 members will be responsible for their shipping costs for orders of less than 3 items. The cost ranges are typically between $8-17 per box within the US but may be higher.

Box subscriptions will receive free shipping.

Real Dog Box Wellness Membership

Subscribers can upgrade to a Real Dog Box Membership plan for $22 ($27 Canada) per month or $204 annually ($276 Canada) (every 48 weeks) which includes the following:

  • A monthly nutrition consult with a certified canine nutritionist (a $30 value)

  • Access to the Feedreal Movement at feedreal.com (a $9/month value)

  • Early notification and access to the secret shop

  • Regular box items will now be available in the secretshop

  • Promotional Rewards

  • 5% cash back on purchases (excluding tax, shipping, RDC purchases)

  • Double referral points

  • Waived shipping fees in Secret Shop if items are removed from your cart resulting in the purchase of less than 3 items.

Annual Wellness Membership Refund Policy

When the customer cancels the annual wellness membership

Refund policy

Credit

Within 24 hours of purchase and no benefits have been used

Refund less a $6 processing fee

No credit

After 24 hours from purchase or benefits have been used

Refund less a $6 processing fee and $22 for the first month of membership used

No credit

After the first 28 days

No refund

Credit for the remaining membership less $22 for each month it was used

If Subscriber signs up for the annual wellness membership ($204 US/ $276 CA) and has not used any benefits, they are eligible for a refund, minus a $6 processing fee.

If the first box has not shipped they are eligible for a refund minus a $6 processing fee and the difference of their shipping cost for the box. Cancellation must be requested before their first box ships.

After the first box ships, Subscriber has 28 days to request a refund, minus our processing fee of $6 and minus $22 for using the first month of membership.

If Subscriber has used the annual wellness membership benefits after 28 days, they are eligible for a credit on their account, which will apply towards their monthly order. The credit will be less $22 for each month they have used.

Monthly Wellness Membership Refund Policy

Monthly Wellness Membership is non-refundable once the benefits have been used.

When the customer requests a refund for a monthly wellness membership

Refund or credit

Before the benefits have been used and with 28 of purchase

Refund less a $2 processing fee or a credit for the full amount

After any benefits have been used or after 28 days from purchase

No refund or credit

Subscription boxes - Members have the option to continue with a monthly subscription box or not. If you are a member and only want to shop in the Secret Shop or place one-time custom orders you do not have to have a recurring box subscription.

Secret Shop - Wellness members have early access to the secret shop.

One-time custom orders - Wellness members have access to one-time custom orders.

How Shipping is Calculated

When your box is scheduled to renew, our system calculates the total weight of your box (based on what you ordered and the specific items in that box menu, including any restrictions); that weight is input into our shipping software, and the total then posts an invoice your account.

Shipments within the US are generally between $8-$17 per box but may be higher.

Rates will change as USPS/UPS changes its rates. Typically, there is an increase before the holiday season (October-January). They may also increase rates with the new year.

SecretShop orders will vary in weight - the shipping total is calculated and presented at checkout before payment. With orders of 3 bags or more shipping is free.

You can text us to find out what that is approximately based on what you normally order and your location.

Other Delays

In case of inclement weather, we may not always be aware of unusual or adverse weather conditions in your area that could affect the timely delivery of your order. If your package is damaged upon receipt, please contact our member service team via TEXT at 858-348-5954. Packages delayed due to inclement weather and other issues out of our control are not eligible for reimbursement, but can be replaced promptly with a One-Time Courtesy box once we are notified. 

In the case of USPS/UPS delays or mishandling (lost or stolen packages), we cannot be held responsible once the package has left our facility with the correct address. If you experience delivery delays due to carrier issues, we encourage you to reach out to your local USPS/UPS before redeeming your One-Time Courtesy box. However, if USPS/UPS is unable to locate your package, you are more than welcome to contact our member service team via TEXT at 858-348-5954 to inquire about your eligibility for a replacement.

Real Dog Box offers one (1) courtesy replacement box for orders lost or stolen in transit. Beyond the one replacement customer must contact the carrier and file a claim.

Missing Items

Real Dog Box must be notified within 28 days of delivery if there are any mistakes in your order including missing items. If notification is made within 28 days they may receive a replacement in their next order (if inventory is available) or a credit for the item. Refunds will not be issued for missing items. Customers may be required to send photo evidence of the delivered package.

Promotional Offers

Promotional offers are subject to individual guidelines. Please see individual help articles for terms and conditions. Eligibility for promotional offers is at the discretion of Real Dog Box. Customers cannot cancel an active subscription to take advantage of a "rejoin" promotion or any other promotion.

  • Canceled subscribers cannot utilize new customer promos unless otherwise stated.

  • New customer promos are not valid for any customer currently in our system.

  • If you sign up for a new account it will be canceled and refunded.

  • Promos can not be used within the same address.

Promotional offers do not allow substitutions or replacements.

Events

Real Dog Box & Feed Real occasionally hosts in-person and virtual events.

All event sales are final. Event tickets are non-refundable and non-transferable.

Please keep in mind, in-person events are held in San Diego, California. By purchasing tickets you confirm and acknowledge that tickets are non-refundable and non-transferable if you are unable to travel to attend, secure accommodations, etc.

Disputes

We will do everything we can to resolve issues fairly and in accordance to our policies. Unfounded disputes may result in the loss of Real Dog Coins and a permanent ban from Real Dog Box & Feed Real.


Menu Items:
Steer Pizzle, Beef Aorta, Duck Feet, Chicken Feet, Duck Neck, Lamb Ears, Duck Wing, Pig Skin, Beef Backstrap, Beef Tendon, Beef Trachea, Pig Ear, Turkey Wing, Chicken Heart, Elk, Green Tripe, Pork Heart, Pork Loin, Turkey Breast, Turkey Gizzard, Beef Liver, Beef Spleen, Lamb Spleen, Pork Kidney, Pork Liver, Anchovy, Pollock, Rockfish, Salmon Skin & Chunks, Smelt, Mussel, Bull Pizzle, Bison Backstrap, Bison Scapula, Pig Foot, Rolled Cow Skin, Boar Ear, Rabbit Feet, Rabbit Ears, Capelin, Bison Trachea

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