Shipment, Returns & Refunds Policy

Return & Refund Policy

90-Day Money-Back Guarantee. We want you and your pet to love Tearsy. If you're not happy with your order for any reason, contact us within 90 days of delivery and we'll refund 100% of the product price, no questions asked.

To request a refund, please contact us at customercare@megaxos.com with your order number. If your item arrived defective or damaged, please include a photo or video showing the issue so we can also make sure it doesn't happen again.

If we need the item back, we will send you a return shipping label along with instructions explaining how and where to send your package. Please note that items sent back to us without prior approval will not be accepted.

If your country of residence is not the United States, shipping times may be longer than expected. If you have any return-related questions, feel free to contact customercare@megaxos.com, and our team will be happy to assist you.

Shipping and Processing Information

All orders are subject to a processing time of 1–3 business days before shipment. Orders with Priority Processing are prepared first.

After your order has been processed and dispatched, standard shipping typically takes 4–8 business days depending on your location and carrier conditions. You will receive a tracking number by email as soon as your order ships.

Shipping to the United States is FREE on orders of 2 or more jars; single-jar orders ship for a flat $4.95.

For certain countries, shipping may take longer. We appreciate your patience and understanding, as international shipping times can vary due to customs procedures, carrier delays, and local postal conditions.

Business days are Monday through Friday and do not include weekends or public holidays. During peak seasons or unforeseen circumstances, slight delays may occur, but we are committed to ensuring your order arrives as quickly as possible.

Damages and Issues

Please inspect your order upon receipt. If the item is defective, damaged, or if you receive the wrong item, contact us immediately so we can evaluate the issue and resolve it as quickly as possible.

Situations Eligible for Refund or Re-delivery

Refunds or re-delivery may be provided if we send the wrong item, if the package is lost and the logistics tracking has not been updated for more than 15 days, or if the package arrives damaged and the issue is reported within 3 days after delivery.

Situations Not Eligible for Refund or Re-delivery

Refunds or re-delivery cannot be issued if a package cannot be delivered because the address provided is incorrect, the recipient cannot be contacted, or the order is shipped through channels without after-sales service or to certain remote areas or island countries.

Requests to cancel an order cannot be accepted once the item has already been shipped; in that case, our 90-day money-back guarantee still applies.

Free Gifts

Free gifts included with your order (such as the Bright Eyes eBook) have no cash value and are not refundable or exchangeable.

Exchanges

The fastest way to receive a different item is to request a refund for the product you received. Once the refund is approved, you can place a new order for the desired item.

European Union – 14-Day Cooling-Off Period

Right of Withdrawal

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the last item in your order, without giving any reason.

How to Request a Return

To exercise your right of withdrawal, log in to your account and submit a return request through your order page. You can also contact us via email at customercare@megaxos.com.

Returning Items

Once you've submitted your return request, you have 14 days to send the items back to us. Items must be returned in their original condition. Return shipping costs are the responsibility of the customer.

Refunds

Once we receive and inspect the returned items, we will process your refund within 14 days. Refunds will be issued to your original payment method.

Refunds

Once we review your request, we will notify you whether the refund has been approved.

If the refund is approved, it will be processed to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your refund was approved and you still have not received it, please contact customercare@megaxos.com.