Refund Policy

Your order may arrive in multiple packages as we ship directly from our Master Distributors and some items ship directly from the Manufacturing Facility. You can track your order anytime by providing your order number and email address to If you have any additional questions please email us at or call our Customer Support line at 1-844-44-JACKS.

If an item isn’t working out for your dog or cat, or you think that you’ve received a defective item, or you’ve received an item in error, please email us at or call us at 1-844-44-JACKS and we’ll do our best to help! Remember that pets should be supervised when given treats to eat or when playing with toys, as no toy is completely indestructible, nor is any edible treat free from a choking hazard.

Orders placed online can be returned to any of our franchised locations or to our Returns Department at the address below. We will gladly accept returns for a full refund with receipt and in new condition within 30 days of purchase. Between 30 and 60 days, refunds will be issued as store credit.

Jack’s Premium
Returns Department
PO Box 227255                                                                                                  Dallas, Texas 75222

When shipping your return be sure to include a copy of the packing slip and to use a reputable shipper that provides tracking as we are not responsible for lost or damaged return shipments. Please allow 2 weeks for processing and the credit for your items to be applied to your account.

Due to our rapidly changing inventory, Jack’s Premium does not recommend exchanges for online purchases. To guarantee that the items you like are in stock, we recommend placing a new order online and sending the returned items back to us for a refund. If you would prefer to send an item back as an exchange, you will be notified of additional charges and shipping fees.

Orders that are refused at the time of delivery will not have the original shipping charges refunded and may be subject to additional shipping or restocking fees. To be eligible for credit all returns must be delivered to the address above or a franchised Jack’s location.