Don't risk having your money stolen. I ordered two medications and never received the (more expensive) second one. Wrote to Customer Service several times — still no answer at the time of writing this review. It's been over two weeks since my order, now my pet is without medication and I am out of $75.
Response from HardypawDec 24, 2025
Hello Millie, we apologize for the confusion with your order. After further investigation, it seems the order was split, and one product was shipped out before the other and we should have let you know beforehand. I've tracked your 2nd item, and it is expected to be delivered to you, by tomorrow via FedEx. Again, we sincerely apologize for the miscommunication.
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.
