Refund policy

Delivery & Returns Policy

Last Updated: October 18, 2025

Deliveries

All orders are shipped via UPS or USPS. Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number.
Standard delivery typically occurs within 7–10 business days, depending on destination and carrier availability.

Once a package has been handed over to the shipping carrier, DELLO Pet Bakery is not responsible for any loss, delay, or damage occurring in transit. Ownership and responsibility transfer to the customer upon carrier acceptance of the parcel.

Returns & Exchanges

At this time, we do not accept returns or exchanges. Due to the nature of our products — which are perishable and designed for pets — all sales are considered final once your order has been shipped.

However, if you receive a defective, incorrect, or damaged product, we will gladly make it right. Please review the guidelines below for reporting such issues.

Reporting a Defective or Incorrect Item

If you believe an item in your order is defective (excluding damage caused by shipping carriers), please follow these steps within 48 hours of receiving your package:

  1. Inspect your order upon delivery and document any issue clearly.

  2. Email us at fromdello@gmail.com with:

    • Your order number

    • A photo or video clearly showing the defect

    • A brief description of the issue

We will review your claim and respond within 4–5 business days. If you haven’t heard back by then, please follow up with a direct message on our Instagram (@fromdello) so we can assist promptly.

If the product is verified as defective, we may issue a replacement or store credit at our discretion.

Missing Items

If any item is missing from your order, please notify us within 48 hours of delivery.

Include in your email or message:

  • Your order number

  • A photo of all items received and the packaging (including shipping label)

We’ll investigate the issue and ensure a prompt resolution.

Important Notes

  • Reports submitted after 48 hours of confirmed delivery may not qualify for review or replacement.

  • We are not responsible for damages or delays caused by UPS, USPS, or weather-related disruptions.

  • All sales are final once shipped, except in verified cases of defect or missing items.

Contact Us

For questions or support regarding delivery or returns, please contact:
📧 fromdello@gmail.com
📍 DELLO Pet Bakery
Liberty Hill, Texas, United States
🌐 https://fromdello.myshopify.com