Credit where credit is due, ordered on the Saturday and delivered to GB by UPS on the Friday.
Prices are very reasonable, just glad I did not read the reviews on here first.
Five star service thank you.
Response from HardypawAug 3, 2025
Hi there! 🌟
Thank you so much for your thoughtful review — we truly appreciate you giving us a chance! We're delighted to hear your order made it to Great Britain in just under a week and that you found our prices reasonable. 🐶📦
We understand how important trust is when shopping online, and we're so glad your experience reflected the five-star service we strive to provide every day. Your kind words remind us why we love doing what we do.
If there's ever anything we can help with in the future, don’t hesitate to reach out. Thank you again for your support!
Warm wishes,
— The HardyPaw Team 🐾💙
LS
Lauren S.
Incompetent company with friendly and prompt customer service, who apparently lies
Ordered my dog’s medication on Thursday and on Friday spoke to Dave in customer service who was awesome and super helpful and friendly and said it should arrive on Saturday, and if not then, then on Monday. It did not arrive Saturday or Monday. On Tuesday I checked with FedEx which said it was delayed and would be here on Wednesday between 5 and 8 PM. Dave and the other girl in customer service assured me that they put extra ice bags in, and the medicine—which has to be refrigerated and/or on ice—would definitely still be viable when it arrived. There were two very small ice packs in the bag, and they were at room temperature which was 71°, so I’m sure the medicine isn’t viable anymore and needs to be thrown away. Also, it was very frustrating dealing with their pharmacist because my vet faxed over the prescription multiple times and Hardy Paw kept saying they didn’t have it, and then my vet thought I had ordered too little of the amount and asked them to double the prescription so I could give him a second dose in a week, but Hardy Paw informed me that I was only approved for one box and the second box would be sent when they got the approval. I was on the phone with Hardy Paw and my vet five times each during the day so a total of 10 phone calls. Dave in customer service told me that he was packing the box himself and that the other box would arrive in a separate shipment, but everything arrived together, so did he actually pack it himself like he said he did? And why did I receive my box on Wednesday night when I ordered it on Thursday night? I was not offered any options on the shipping charge because it had to be 2 Day Express because it had to be refrigerated, and it was $37 to ship it. That’s clearly not 2 day shipping, so I’m extremely upset with FedEx as well.
Response from HardypawAug 3, 2025
Hi Lauren,
Thank you for taking the time to share your experience. We're sincerely sorry for the frustration and inconvenience you encountered with your recent order.
While we’re glad to hear that you had a positive interaction with Dave and our customer service team, we’re genuinely sorry that the overall experience did not meet your expectations—especially in regard to the shipping delay, prescription coordination, and concerns about the product's condition upon arrival.
To address a few key points:
Shipping Delay: We understand how important timely delivery is—especially for refrigerated medications. We shipped your package via FedEx 2-Day Express as required, but unfortunately, FedEx experienced an unexpected delay that was outside of our control. We completely understand how disappointing that is, and we’re actively working with FedEx on these kinds of issues to improve reliability.
Medication Viability: Our packing protocols are designed with safety margins in mind. We use medical-grade insulation and ice packs that are tested for up to 72 hours of temperature protection under typical transit conditions. That said, if you have any doubts about the product’s integrity, we absolutely want to make it right. Please contact us directly and we’ll arrange for a replacement or refund as appropriate.
Prescription Issues: We apologize for the communication breakdown between us and your veterinarian. These situations are rare but can be frustrating when they occur. We’ve since reviewed the order and are working internally to improve coordination with vet offices to prevent this kind of back-and-forth in the future.
ED
Edana
I really hoped the reviews weren’t true…
I really hoped the reviews weren’t true but unfortunately they are. Luckily I can get my refund but I paid for priority shipping and never heard back nor got my item.
Response from HardypawAug 14, 2025
We’re very sorry to hear about your experience and the disappointment it caused. This is not the level of service we aim to provide, and we apologize for the lack of communication and the delay in fulfilling your order. We’re glad to hear your refund was processed, but we understand that doesn’t make up for the frustration you’ve felt.
We’ll be reviewing your case to understand what went wrong with both the shipping and communication, so we can prevent this from happening in the future.
AR
Amber R.
Awful customer service
Awful customer service. They do not refund. They do not care about their customers. This is a profit only company that makes no effort to bridge concerns and issues with customers. Save your money and buy from a different company. I have them on video more or less saying they do not care about why I did not receive my package.
Response from HardypawAug 14, 2025
We’re sorry to hear about your experience and the impression it left. After reviewing your order and your own confirmation, we verified that the package was delivered to the address provided at the time of purchase. Although the delivery was completed as ordered, we offered a significant discount and free shipping on a replacement as a goodwill gesture. While we weren’t able to provide a completely free replacement, we do strive to resolve concerns promptly and fairly, and we regret that this resolution did not meet your expectations.
LD
Lauren D.
Better off buying from Amazon
I ordered Whimzees from HardyPaw. The day before I received them I had an issue with one of my dogs and an obstruction from a previously purchased bag of whimzees from Amazon. HUGE DIFFERENCE. I still had an unopened bag from Amazon, when I decided to return them, Amazon said don't send it back and gave me a full refund, no questions asked. When I contacted Hardy Paw, they said I could return the Whimzees and they would charge a 15% restocking fee. Mind you, I received the HardyPaw box, opened to make sure everything was in it and literally just re-taped it to send it back. I asked that they not charge restocking fee and that was agreed. I paid a hefty amount to ship the box back and the refund was just processed - they deducted their shipping cost, which they said was non refundable. Lesson learned. You are much better off buying from Amazon, Chewy, Petsmart, Petco or Hollywood Feed as NONE of these charge the restocking fee - and Amazon doesn't stick you with the shipping fee. Big difference in who cares about their customers and who does not.
Response from HardypawAug 14, 2025
We’re sorry to hear about your experience and understand your frustration. Our return policy does outline restocking fees and non-refundable shipping costs, but we recognize this can feel disappointing—especially when comparing to other retailers. We appreciate you sharing your perspective, as it helps us evaluate our policies and identify where we can improve to better serve our customers.
We’re glad we were able to waive the restocking fee in your case, and we’ll review how we communicate return and refund details so expectations are clear before purchase.
DB
Danniboi B.
unattentive customer serivce and lack of organization.
Good morning so I am writing this review because genuinely Im very disappointed. I usually don't mind about leaving reviews but this time . I'm disappointed. I placed an order on a (Sunday March 23). Payed 10 dollars extra for 2 day priority and it doesn't say online that it takes priority 2 -4 ? Which I was told on the phone by customer service that its takes more days for priortiy. I'll be frank that's not how that works. If I paid for a 2 day only Shipping. It should've been here by Tuesday. Well I called like I had mentioned, speaking with someone. Well all they had to answer was ," Ooh I don't kown why it hasent been shipped yet?" Not only they just pushed my problem all nonchalantly. While I have 50,000 dollars of corals that need medication . Hence why the urgency and to top it off they only refunded me 3 dollars out of the extra charge for priority shipping when its 10 dollars extra? It's April 1st . And I still haven't received it. I know thing happen. But to be so unattentive and say I don't know why and the tardiness is horrible? Not a good answer for me. Disappointed with courier and Hardy paw.
Response from HardypawAug 14, 2025
We’re very sorry to hear about your experience and the frustration it caused, especially given the urgency of your order. We understand how important timely delivery is, and we regret that both our communication and shipping did not meet your expectations.
While shipping timeframes are ultimately dependent on the carrier, we recognize that our explanation and handling of your concerns should have been clearer and more attentive. We’ll be reviewing both our priority shipping information and our customer service processes to ensure we provide accurate expectations and better support in urgent situations.
LI
Linda
No responsibility taken for damaged goods or further costs
After many previous orders, this last order arrived damaged. I emailed them and received no reply.
Now ( one week after delivery of order) have received a bill from FedEx! Never had that before. They say I owe £65 for delivery and duties. Again, I emailed HardyPaw. This time they replied-they accept no responsibility for damaged goods or further delay and duty costs.
I will never order from them again!
My advise-do not order from them!
Response from HardypawAug 14, 2025
We’re truly sorry to hear about your recent experience, especially after being a valued customer on previous orders. We understand how frustrating it is to receive damaged goods and unexpected fees. While international duties and courier charges are outside of our control, we recognize that our communication should have been more prompt and helpful in addressing your concerns.
Your feedback is important, and we’ll be reviewing our processes to ensure we respond more quickly and clearly in situations like this.
LK
LUBA K.
Responsive
Responsive, Helpful, Fast, Great price. I ordered a cardiac medication for my dog. Now, I am going to use their subscription option.
Response from HardypawAug 14, 2025
Thank you so much for your kind words! We’re glad to hear you found our service responsive, helpful, and fast — and that your dog’s medication arrived at a great value. We’re excited you’ll be using our subscription option and look forward to continuing to serve you and your pet!
