Returns and Refunds Policy
Smalls is a subscription service! We are here to make things easy for you.
When you sign up with Smalls, you are agreeing to a subscription service. You can just sit back and relax while we prepare and ship your cat’s food and other goodies straight to your door! If you need to make changes to your order you must make these changes by 8pm EST on Thursday prior to your order charging on Friday and shipping. You can view your shipment date at any time from your Smalls account-- just log in to www.smalls.com/account and select “Upcoming Box".
Note: Once your box has shipped, we will be unable to make changes, cancel, and/or issue a refund for that box. All sales are final.
Can I return my open/unopened Smalls items?
At this time, Smalls is unable to accept returns. If you have food you are unable to use, we ask you to donate to a local shelter or share with a fellow cat-owning friend! Our Cat Concierge team is here to help in any way to get your kitty transitioned, please reach out to us at any time for tips and tricks by texting us at 503-487-4303 or emailing us at [email protected]! See our Money Back Guarantee to see if you qualify for a refund.
My item(s) arrived damaged/missing-- Now what?
We stand by all our products and want them to arrive in the best condition possible. Please reach out to your Cat Concierge for assistance! We want to make sure this is corrected for you ASAP.
My fresh food arrived warm, oh no!
We ship all of our boxes with 10-15 pounds of dry ice that should last your box’s entire journey! In the rare case that your fresh food has arrived warm (no longer cool to the touch) and your box has been delivered within the expected time frame (or delayed to reasons beyond your control by the carrier), please reach out to your Cat Concierge ASAP. If your shipment has been delivered within the expected time frame but you were unable to retrieve it in time, we are unable to issue refunds or complimentary replacements.
My question hasn’t been answered here.
Our Customer Support team is available 7 days a week and we aim to respond to all inquiries within 1 day.