Policies
Everything about refunds, delivery, subscriptions and the terms you agree to when you order. If you cannot find what you need here, email heypumpkin.gethelp@outlook.com and a real person will answer.
Refund and returns policy
The 60-day guarantee
If your dog has not stopped scooting after 60 days of using Hey Pumpkin, we refund you 100%. No questions asked.
The 60 days run from the day your first order is delivered, not the day you ordered. That is deliberate: firming up stool takes a couple of weeks, and the glands catch up after that. We would rather give you the time the product actually needs than a refund window that expires before you can judge it.
You do not send the tub back
Keep it. There is no return label and nothing to post. Shipping a part-used tub back across the world would cost more than the tub is worth and would help nobody. Finish it, bin it, give it to a friend whose dog has the same problem.
How to claim
Email heypumpkin.gethelp@outlook.com with the email address you ordered under. That is all we need to find your order. We will confirm the refund by reply.
Refunds go back to the original payment method. Once we process it, your bank or card issuer decides how quickly it appears, and that is usually 5 to 10 business days. We cannot speed that part up.
We will also ask what happened, and you are welcome to ignore the question. We ask because a good share of the cases we see are a dosing or a starting problem we can fix in one reply, and we would rather fix it than lose you.
Damaged, wrong or missing orders
Email us with a photo and we will replace it or refund it. This sits outside the 60-day guarantee and there is no argument about it.
Cancelling an order before it ships
Email us as soon as you can. If it has not gone to fulfilment we will cancel and refund in full. Once it has shipped, the 60-day guarantee covers you instead.
Shipping and delivery policy
Where we ship
The United States, Canada, the United Kingdom and the European Union.
How long it takes
Most orders arrive within 2 to 4 weeks, depending on where you are. Tracking lands in your inbox within 48 hours of your order being placed.
We are upfront about this because a supplement is not an emergency purchase and we would rather you knew before you ordered than discovered it afterwards. We ship direct from our production partner rather than holding stock in a local warehouse, which is a large part of how a daily-use product stays affordable. The trade-off is the wait.
Shipping cost
Shipping is calculated at checkout and shown before you pay.
Tracking
You will receive a tracking link by email within 48 hours. If tracking has not updated for more than 10 days, email us and we will chase it or replace the order.
Customs and duties
Any import duties or taxes charged by your country are set by that country and are your responsibility. We have no control over them and cannot predict them.
Wrong address
Check your address at checkout. If an order is returned to us as undeliverable we will refund it minus the outbound shipping cost, or resend it once you give us a corrected address.
Subscription terms
How it works
A subscription reorders and charges automatically on a repeating cycle, timed to roughly when your tub runs out. You are told the date of your next delivery in your account and in the email that precedes every charge.
Cancelling
Any time, from your account or by replying to any email we send you. There is no phone call, no retention script and no minimum number of deliveries. Cancel before the next order ships and you are not charged for it.
Skipping and changing
You can push a delivery back, skip one entirely, change the quantity or change the date, all from your account. If your dog is ahead of schedule and you still have plenty in the tub, skip rather than cancel.
Pricing
Subscription pricing is the discounted price shown at checkout and it holds for as long as the subscription runs. If we ever change subscription pricing, existing subscribers are told by email before it takes effect and can cancel first.
Failed payments
If a payment fails we will retry it and email you. If it keeps failing the subscription pauses rather than cancels, so you can update your card and pick up where you left off.
Terms of service
Agreement
By placing an order you agree to these terms, along with the policies on this page and our privacy policy.
Who can order
You must be at least 18 years old and able to enter a contract in your country.
The product
Hey Pumpkin is a high fiber supplement for dogs, intended to support digestive regularity and stool consistency. It is a supplement, not a medicine. It is not intended to diagnose, treat, cure or prevent any disease.
Some dogs have glands that are shaped, scarred or infected in a way no dietary fiber can help. Those dogs need a vet, not a powder. Nothing on this site is veterinary advice, and it does not replace it. If your dog is in pain, bleeding, or has a swelling near the anus, see a vet.
Introduce any fiber gradually. Dosing instructions and a starting ramp are on the product page and in the FAQ. If your dog is on medication, pregnant, or has a diagnosed condition, check with your vet first.
Pricing and availability
Prices are shown in the currency selected at checkout and may change without notice. We may correct pricing errors and cancel and refund affected orders. We may limit quantities or decline an order.
Your account
You are responsible for keeping your account details accurate and your password secure.
Acceptable use
Do not use this site to break the law, interfere with its operation, scrape it, or resell our products without written permission.
Our content
The Hey Pumpkin name, logo, copy, photography and illustrations on this site belong to us. Do not reuse them commercially without permission. Reviews and photos submitted by customers remain theirs, and by submitting them you give us permission to display them on this site and in our marketing.
Liability
To the extent the law allows, our liability for any order is limited to the amount you paid for that order. Nothing in these terms limits any right you have under consumer law that cannot legally be excluded.
Changes to these terms
We may update these terms. The version published here at the time you order is the version that applies to your order.
Contact information
Email: heypumpkin.gethelp@outlook.com
We answer every email, usually within one business day.
Trading name: Hey Pumpkin
Email is the fastest way to reach us and the only channel we monitor. There is no phone line, because a two-person team answering a phone answers fewer emails.
Privacy
Our full privacy policy is published separately and covers what we collect, why, and how to have it deleted. Read it here: privacy policy. To opt out of the sale or sharing of your personal information, use your privacy choices.