Returns & Refunds Policy
At Totoniks, we want you and your dog to be thrilled with your purchase. If something’s not quite right, we’ll do everything we can to make it right, quickly, kindly, and with a personal touch.
Because our products are consumable, we can’t accept returns once they’ve been opened. However, if your order arrived damaged, incorrect, or your dog simply isn’t getting along with it, please email us in the first instance at hello@totoniks.com. We’ll happily review your situation and work with you on a fair solution, whether that’s a replacement, refund, or store credit.
Returns (Unopened Items)
If you’d like to return unopened products, please contact us within 14 days of receiving your order. Items must be in their original, unopened packaging and in resaleable condition.
Once we receive and inspect your return, we’ll process your refund or exchange promptly, usually within a few working days.
New Zealand Customers
Please email hello@totoniks.com before sending anything back. We’ll provide you with the nearest return address and instructions.
Return shipping is the customer’s responsibility unless the item was damaged or incorrect, in which case we’ll cover the cost or arrange a replacement.
US Customers
For our US customers, please contact hello@totoniks.com to discuss your return or refund. Depending on your situation, we’ll provide the most efficient return option, either by sending a prepaid return label or arranging a replacement directly.
We aim to keep things simple, fair, and friendly – no endless forms or hoops to jump through.
Refunds
Refunds will be made to your original payment method once your return is approved and processed. You’ll receive a confirmation email as soon as it’s complete, though it may take a few days for your bank or card provider to show it in your account.
Damaged or Incorrect Orders
If your order arrives damaged or not as expected, please email hello@totoniks.com with your order number and a photo. We’ll get it sorted right away, usually with a replacement or refund, whichever you prefer.