Returns & Refunds

01What the guarantee covers

We have stood behind our products since 1999, because we have seen what live, whole-food nutrition can do and we want you to be able to find out without risk. The 120 Day Worry-Free Guarantee applies to products purchased directly from nzymes.com.

If our products do not turn out to be the right fit for your pet, you may request a full refund of the product purchase price within 120 days of the delivery date.

02How a refund works

• Start a return. Fill in the short Return Request form below within 120 days of delivery. Tell us your order number if you have it and what is going on with your pet, so we can help.
• We reach out. A member of our team reviews your request and reaches out by email or phone within two business days, usually to talk through dosing or food first, because that often solves it. It is always worth a conversation first.
• Send the product back. If a return is the right next step, we send you a Return Merchandise Authorization (RMA) and the address. Return shipping is the customer's responsibility, and we recommend a tracked method so your package does not get lost on the way. Unopened product that comes back to us goes to animal rescues, so nothing is wasted.
• We refund you. We issue a full refund of the product price to your original payment method within 3 to 5 business days of your return arriving. There is no restocking fee, ever.

03What is covered, and what is not

So there are no surprises, here is the plain version:

• Refunded: the full purchase price of the product, even if the container has been opened, used, or emptied.
• No restocking fee: we never charge one.
• Not refunded: the original shipping charge on your order, if any.
• Return shipping: the cost of sending the product back to us is the customer's responsibility, except where a product arrived damaged, defective, or incorrect (see below), in which case we cover it.

04Auto-ship and subscription orders

Auto-ship is meant to make life easier, never to lock you in. You are in control of every shipment.

• Cancel or skip anytime before an order processes. As long as you make the change before your next auto-ship order is processed, there is no charge and nothing to send back.
• Manage it yourself or with us. You can adjust, pause, skip, or cancel from your account, or just call or email and we will take care of it.
• Already shipped? Once an auto-ship order has processed, it is treated like any other order and is fully covered by the 120 Day Worry-Free Guarantee above.
• Got an auto-ship you didn't need? Keep it, and skip or move your next shipment here.

05Damaged, defective, or wrong items

If your order arrives damaged, defective, or not what you ordered, start a return below within 30 days of delivery and choose "arrived damaged" or "wrong item"; we will ask you for a photo by email. Damaged or defective items are replaced at no cost, and any return shipping is on us.

07When you will see your refund

Once your returned product arrives, we issue the refund to your original payment method within 3 to 5 business days. After that, it can take a few additional days for your bank or card issuer to post the credit to your account, depending on their timing.

08A few exclusions

• Gift cards are not refundable.
• Purchases made through other retailers (for example, Amazon, or any marketplace or store other than nzymes.com) are subject to that retailer's return policy and should be handled directly with them.