Reply from PetScyFeb 2, 2026
Dear Helene,
Thank you for the update and for confirming that your refund has been processed. We sincerely regret that your experience felt like a "tangled web," as that is never our intent. We’d like to provide some clarity on the timeline based on our records:
1. Subscription Transparency: The subscription option is selected at the time of purchase under the "Choose Package" section of our site. We aim to make this clear so customers can benefit from consistent use, which is recommended for supplement results.
2. Cancellation & Support: Our records show that when you reached out in November 2025, we confirmed your cancellation immediately. While a shipment had already processed, we offered several solutions, including a return for a full refund or a partial refund to keep the product.
3. Return Process: In our most recent correspondence last Wednesday, we were standing by for the tracking information of your return to finalize the process. We are glad to see this has now been resolved with your refund.
We appreciate your feedback regarding the return policy visibility across our sites; we are looking into this to ensure total consistency. We wish you and your dog the very best.
Best regards,
The PetScy Team
Update 2.6.26
I’m the founder of the company and personally review all website updates and changes. We make every effort to ensure customers have a clear, easy ordering experience and are taken care of if a mistake is made. I’ve personally reviewed your account and can see that the order was placed as a recurring subscription. You chose the discount recurring order vs clicking on the One Time Purchase options.
We do not hide this information in small print, and our site follows the same structure used by many of the largest pet brands in the industry. That said, I completely understand how frustrating this situation can feel, and we always aim to resolve issues once we’re notified—which we did in this case. As noted by our support team, once you reached out on November 8th, your order was promptly canceled. I can confirm that on Nov 8th all future orders were cancelled as well.
For reference, cancellations can be made at any time by emailing [email protected]
or through the customer portal. These options are also available on PetScy.com under the “Help” tab at the top of the page.
I’m always open to feedback. Currently, customers choose between a one-time purchase or a subscription, and when a subscription is selected, the product title clearly includes “Subscription.” This is visible in the cart, during checkout, and in the order confirmation email. Canceling is as simple as replying to the confirmation email or contacting support, and refunds are issued once requested.
If you have any suggestions on how we could make this experience clearer or easier, I’d genuinely appreciate hearing them. Our goal is always to improve and provide the best possible experience for our customers.
Chris
Founder
