Kathleen B.
I've been a customer of PetFlow's for…
I've been a customer of PetFlow's for at least a year and use their autoshipping for dog food delivery. A recent autoship arrived of Fromm's Weight Management 17.5 lb bag of dog food. My pup was in the hospital last week with pancreatitis and kidney failure. I learned from the vet that she would need a prescription diet for her condition. I contacted PetFlow to initiate a return and was told that they no longer accept returns since August 2025. I searched my emails from PetFlow from last summer and never received any correspondance regarding the new policy. Had I known this, I would have stopped using PetFlow and gone with another online pet supply company like Chewy, PetSmart or Pet Line Express that all have return policies. When I asked if I could return the unopened package, I was told no. When I asked if PetFlow would be willing to make an exchange of the Fromm's dog food that my dog no longer is able to eat for the Hill's prescription food that the vet prescribed her, and pay the difference of $48 so that it wouldn't be a total loss, Michael the Customer Representative, responded no. He said that returns had been "abused" and that was why PetFlow made the decision of a no-return policy that they quietly posted on their website, yet didn't inform customers about. That's just the cost of doing online, pet product/food business. If you a large online presence/store that sells everything from pet food, to toys, to medications, you need to have a return policy. If it was being "abused", sounds like PetFlow was making poor choices with accepting abusive/ridiculous returns. What a victimized position to take when doing business with the masses. I would strongly recommend ordering through Chewy as they are flexible, have a solid return policy and don't take a victimized position when it comes to returns. I will be spreading the word not to ever use PetFlow because of their "no-return" policy.
Response from PetflowMay 26, 2026
Thank you for taking the time to share this, and I am so sorry to hear about your pup. Pancreatitis and kidney failure are frightening diagnoses, and a sudden shift to a prescription diet on top of a hospital stay is the last thing any pet parent should have to manage. You are right that our return policy changed in August 2025, and it is clear from your experience that the communication around that change did not land the way it should have. That is on us, and I am sorry. Feedback like yours is exactly what our leadership needs to hear, and I will be passing your experience up to our executive team directly. I know that does not undo what you are going through right now, and I understand your decision to take your business elsewhere. I genuinely appreciate you giving us a year of your trust, and I am sorry we did not meet you better in this moment. Wishing your pup a steady recovery.