Refund policy
At Lili & Astara, every treat is crafted in small batches with care, using thoughtfully sourced ingredients from farms we know and trust. Your pet’s wellbeing — and your peace of mind — matter deeply to us.
If something isn’t right with your order, please reach out. We’ll take good care of you and work toward a resolution that feels fair, compassionate, and aligned with our quality standards.
Our guiding values: safety, integrity, transparency, and kindness — for pets and their people.
First-Time Customer Satisfaction Guarantee
We know trying a new treat for your pet is an act of trust — and we honor that.
For first-time customers (or first-time purchases of a specific product), if your pet doesn’t enjoy it or doesn’t respond well, let us know within 14 days of delivery and we’ll work with you on a supportive solution.
Depending on the situation, this may include:
• store credit toward a different product, or
• a one-time replacement option for another treat that may be a better fit
Our goal is to help you discover the right experience for your pet — gently, respectfully, and without waste whenever possible.
Order Issues, Damaged, or Incorrect Items
If your order arrives damaged, incorrect, or missing an item, please contact us within 7 days of delivery so we can review what happened.
To help us resolve things quickly, include:
• your order number
• a few clear photos of the product + packaging
Once we review, we’ll arrange a replacement, credit, or refund depending on the situation.
Our priority is making sure you — and your pet — are taken care of.
Quality Concerns or Pet Sensitivities
Every animal has a unique palate and digestive system, and sometimes a product may not be the right fit — even when made with the highest quality ingredients.
If your pet doesn’t tolerate a product well or something feels off, please contact us within 14 days of delivery.
We’ll talk through what happened and may offer:
• store credit
• partial refund
• or a replacement option
Because our treats are fresh, minimally processed foods, they aren’t able to travel safely once delivered. Instead of sending items back, we may kindly encourage unopened or lightly used bags to be shared with a local rescue or shelter so nothing goes to waste.
Each request is reviewed with care on a case-by-case basis.
Lost or Missing Packages
If your order is marked delivered but can’t be located, or hasn’t arrived as expected, please contact us within 7 days so we can help investigate.
If the carrier confirms a delivery issue, we’ll arrange a replacement or refund.
In some cases, we may ask you to complete a carrier claim so we can advocate on your behalf.
Frozen & Perishable Items
Some of our offerings are shipped frozen or highly perishable and are packed for next-day delivery to protect quality and safety.
Because these items are time-sensitive and cannot be safely re-shipped once they leave our kitchen, frozen products are considered final sale.
To help ensure the best experience for your pet:
• please plan to be available on the delivery day, and
• transfer frozen items to the freezer within 24 hours of arrival
We cannot guarantee freshness or offer replacements for products that were left unrefrigerated, exposed to heat, or not collected within the recommended 24-hour window after delivery.
If your frozen order arrives delayed, damaged, or with a carrier-related issue, please contact us within 24 hours of delivery with photos and your order number — we’ll review right away and make it right where appropriate.