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Returns & refunds
Botanical products need a little extra care, but customer problems should be simple to solve.
Last updated September 7, 2026
Unopened returns
You may request a return of an unopened, unused product within 14 days after delivery. For pet safety and product integrity, opened botanical products cannot be returned for preference changes.
Damaged, incorrect, or missing items
Contact support@nipngo.com within 7 days after delivery with your order number and clear photos. If we made a mistake or the product arrived damaged, we will arrange an appropriate replacement or refund at no added shipping cost.
How to start a return
Email us before mailing anything. We will provide return instructions and, when applicable, the authorized return address. Unapproved returns and walk-in returns are not accepted.
Postage and refunds
For preference returns, the customer pays return postage and original shipping is not refundable. Approved refunds are sent to the original payment method after inspection. Banks and card issuers may take 5–10 business days to post the credit.
Cancellations
Ask to cancel as soon as possible. We can cancel an order that has not entered fulfillment; after that point, the regular return rules apply.