Pure Paw LabsReviews of purepawlabs.com

Response from Pure Paw Labs· Oct 12, 2026

Hi Marjorie, Thank you for giving DA-1 a try. We're glad you initially noticed some improvement in your dog's itching, but we're sorry the results didn't last as you'd hoped. We understand how disappointing that can be. Every dog responds differently, and we appreciate you sharing your honest feedback. We'd welcome the opportunity to learn more about your experience and see how we might help. Please feel free to reach out to our support team so we can assist you. Thank you again for giving Pure Paw Labs a chance. We wish you and your pup all the best! — The Pure Paw Labs Team

Response from Pure Paw Labs· Sep 2, 2026

Hi Grace, We’re truly sorry that this experience left you frustrated and disappointed. We understand how concerning it is when an order you paid for does not arrive at the address you expected. We want to provide some context for anyone reading this review. After you contacted us regarding the missing package, our team carefully reviewed the order and shipping records. We found a discrepancy between the shipping address associated with the order and the address you later provided to us. The carrier records also indicated that the package was delivered to the shipping address associated with the order. For clarity, shipping addresses are entered and confirmed during the checkout process and are automatically reflected in the order confirmation sent to the customer. Our Customer Experience Team does not manually change or transpose shipping addresses when orders are placed. The order confirmation provides an opportunity to review the information submitted before the order is fulfilled. We understand that you stated you did not intentionally provide an incorrect address and believe the discrepancy may have occurred during checkout. We respect your position and do not want to make assumptions about how the discrepancy occurred. Our goal here is simply to clarify the information available to us and how our ordering process works. Our policy provides that when a package is delivered to an incorrect address due to incorrect shipping information associated with the order, our Customer Experience Team can assist by facilitating a replacement order at a significantly reduced price to help mitigate the customer’s loss. The customer is responsible for providing accurate and current shipping information, and replacement orders in these circumstances may involve additional charges. In this case, we offered an 80% discount on a replacement order as a courtesy. We also honored your request to cancel your subscription, and no further subscription orders or subscription charges will be generated from us. We take delivery concerns seriously and want every customer to feel confident ordering from Pure Paw Labs. We encourage customers to carefully review their shipping information during checkout and in their order confirmation, and our Customer Experience Team is always here to assist if an issue arises. We’re sorry that the resolution offered did not meet your expectations and that this experience affected your confidence in our company. We appreciate the opportunity to clarify what occurred and will continue working to improve our processes and customer experience. - Pure Paw Labs Team

Response from Pure Paw Labs· Jul 20, 2026

Hi Joe, Thank you for taking the time to share your feedback. We completely understand your disappointment and respect your opinion. However, we'd like to clarify a few points for the benefit of future readers. As explained in our email correspondence, our satisfaction guarantee is 60 days, not 30 days. According to our records, your first order was delivered on March 31, and your refund request was submitted after approximately 90 days of use, which was outside our 60-day guarantee period. Our support team carefully reviewed your account and applied the same refund policy that we apply consistently to all of our customers. While we always do our best to help, we must also ensure that our guarantee is applied fairly and consistently. Our guarantee terms, including the applicable time frame and refund eligibility, are clearly outlined on our website prior to purchase. We truly care about our customers and their pets, and many of our pet parents can attest to our willingness to go above and beyond whenever a concern falls within our guarantee and support policies. In this instance, however, we were unable to make an exception as your request fell outside the stated guarantee period. We're genuinely sorry that DA-1 wasn't the right fit for your dogs, and we sincerely appreciate that you gave it a thorough trial. We wish you and your pets all the very best.