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.
 
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 60 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 since the day your box has been delivered to receive a free replacement from us. 

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 send a free bag of treats your way! 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.

Cancellation of Service
We have zero commitments. You can skip a box, switch a box or cancel anytime after receiving your first shipment. 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. 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. 

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 dogs' 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. Otherwise, I'd be happy to cancel it now for you and refund your payment.

Making Changes
You may make changes anytime 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 box out 1-2 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.

Shipping Charges & Real Dog Box Membership

Beginning August 9, 2021 members will be responsible for their box shipping cost. The cost ranges between $7-13 per box within the US. Shipping prices will be calculated at the time of box renewal based on order weight and delivery location. If a member is signed up for a Real Dog Membership, all orders will be shipped FREE of charge.

Real Dog Box Membership

Subscribers can upgrade to a Real Dog Box Membership plan for $13 per month which includes the following:

  • One (1) free monthly dog health/nutrition consultation. Consultation calendar will open up for booking mid-August. - Avg $30 value per session

  • 1 hour early access to Secret Shop drops

  • Guaranteed what’s on the month’s RDB menu if you have a subscription box

  • Free shipping on everything including subscription boxes, Secret Shop, and one-time orders

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 - Members have access to the secret shop.

One-time custom orders - Members have access to one-time custom orders.

You may add an additional dog to your membership for $3 for each additional dog

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. All shipments within the US are generally between $7-$13 per box. Larger orders or heavier weights will cost more but will be discounted through our bulk pricing shipping carrier. If you order the same box each month, you can expect your total to be nearly the same every month. Secretshop orders will vary in weight - the shipping total is calculated and presented at checkout before payment. With the Real Dog Membership $13/month, all secretshop shipments are free.

Read more about the Membership here: http://help.real.dog/en/articles/5445689-new-membership-details-8-9-21

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 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 USPS issues, we encourage you to reach out to your local USPS before redeeming your One-Time Courtesy box. However, if USPS 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.

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

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