If you’re not completely satisfied with your first purchase, let us know within the eligible period and we’ll organise a refund in line with our Money Back Guarantee policy.

<p data-start="41" data-end="98" id="isPasted">We want you and your pup to feel confident trying Eureka.</p><p data-start="100" data-end="273">If you&#x2019;re not completely satisfied with your first purchase, let us know within the eligible period and we&#x2019;ll organise a refund in line with our Money Back Guarantee policy. With our 100% Money Back Guarantee, you can contact us within <strong data-start="403" data-end="438">14 days of receiving your order</strong> to request a refund, swap or replacement.</p><p data-start="275" data-end="387">To get started, simply reach out to our team with your order details and we&#x2019;ll guide you through the next steps.</p><article tabindex="-1" dir="auto" data-turn-id="request-699bc609-d2f8-8322-bf62-fa76898b57ef-19" data-testid="conversation-turn-114" data-scroll-anchor="true" data-turn="assistant" id="isPasted"><div tabindex="-1"><div data-message-author-role="assistant" data-message-id="6ac4ea85-1d40-472a-a989-fbeed3d1adff" dir="auto" data-message-model-slug="gpt-5-2"><p data-start="879" data-end="987" data-is-last-node data-is-only-node>Our goal is to make sure your pup is happy and thriving, and we&#x2019;ll work with you to find the right solution.</p></div></div></article><div data-edge="true"><br></div>

What is the Money Back Guarantee?

Our Money Back Guarantee applies within 14 days of receiving your order. If you’re outside the 14-day window, please reach out to us.

<p data-start="64" data-end="140" id="isPasted">Our Money Back Guarantee applies within <strong data-start="104" data-end="139">14 days of receiving your order</strong>.</p><p data-start="142" data-end="345">That said, we want every customer to feel happy and supported. If you&#x2019;re outside the 14-day window, please reach out to us with your order details and we&#x2019;ll review your situation and do our best to help.</p><p data-start="347" data-end="404" data-is-last-node data-is-only-node>We&#x2019;re always here to find a fair and reasonable solution.</p>

Can I request a refund outside the Money Back Guarantee?

Refunds typically appear in your account within 3 to 10 business days.

<p data-start="38" data-end="140" id="isPasted">Once your refund has been approved and processed, it will be returned to your original payment method.</p><p data-start="142" data-end="260">Refunds typically appear in your account within <strong data-start="190" data-end="215">3 to 10 business days</strong>, depending on your bank or payment provider.</p><p data-start="262" data-end="381" data-is-last-node data-is-only-node>If you haven&#x2019;t received your refund after this time, please reach out to us and we&#x2019;ll be happy to look into it for you.</p>

When will I receive my refund?

Send us a message.
Have a quick question? Leave us a note and we’ll follow up by email during business hours.

Have a question? We’re here to help.

Reach out about products, orders, or anything else - we’ll respond as quickly as we can.

Eureka Help Centre

Money Back Guarantee & Refunds

Is Eureka food a complete meal or just a topper?

How do I transition my pup onto Eureka?

How do I serve Eureka meals?

Can I mix Eureka with other food?

Getting Started

What’s so good about “air-dried” dog food?

What makes Eureka a more sustainable dog food?

Does your air-dried food include a kill step, and is it safe?

Can Eureka recipes be considered raw?

How do you ensure your wild game is ethically sourced?

What does Eureka look/feel like (texture & size)?

How long does a bag of Eureka stay fresh?

What sizes are available?

Our Food & How It's Made

Do you offer sample packs?

How much do the taste testers cost?

Are Eureka pet products available in store or online only?

What if my dog won't eat or doesn't like or suit a Eureka recipe?

Can I purchase a single item without subscribing?

Is Eureka available in store or online only?

How does the Eureka subscription work?

Buying and Trying Eureka

How much should I feed my dog?

My dog still seems hungry - is this normal?

My dog has been pooping less on Eureka - is this normal?

What if my dog has a sensitive tummy?

Is Eureka suitable for puppies?

Is Eureka suitable for senior dogs?

Can I feed Eureka to a dog with dental issues?

Are your chew treats suitable for a dog with limited teeth?

Are added supplements needed when feeding my dog a Eureka diet?

Can I give supplements every day?

Can I give more than one supplement?

What are the dimensions of the Eureka Storage Bin?

Is your food suitable for dogs with kidney disease?

Is your food suitable for dogs with pancreatitis?

Feeding, Health & Special Diets

Is your food human-grade?

What is the copper content in your recipes?

What ingredients are used in Eureka recipes?

Where are Eureka’s ingredients sourced from?

Are there any additives or artificial ingredients in Eureka?

Are Eureka recipes formulated by a nutritionist?

What does “complete and balanced” mean?

What kind of grains and nutrients are used in Eureka recipes?

Why is Eureka’s carbohydrate content low?

What is the nutritional analysis of Eureka recipes?

What is in your Marinade & Spice Mix?

Do you add a vitamin and mineral mix to your recipes?

Why is your food higher in fat than some other dog foods?

I found a dark fibre in the food - what is it?

Ingredients & Nutrition

How do I log in to my account?

I can't access my dashboard - what should I do?

When I will be charged?

How do I update my subscription payment details?

What happens if my subscription payment fails?

How do I change my recipe or flavour?

How do I change my product size?

How do I add something to my next order?

How do I change my order date?

How do I update my order frequency?

How do I skip my upcoming order?

How do I merge multiple subscriptions?

I created a duplicate subscription. What should I do?

Can I still have my subscription delivered if I’m moving or going on holiday?

Can I swap between different Eureka recipes?

How do I pause my subscription or put it on hold?

How do I cancel my subscription?

What should I do if I accidentally signed up for a subscription I do not want?

Manage My Subscription

Where do you deliver?

How long does delivery take?

Can I cancel or reschedule a delivery?

How do I track my order?

Do you charge for delivery?

Can I bring Eureka on holiday?

Will I be notified about my next delivery?

What should I do if my order address is incorrect?

Do you deliver to PO Boxes or Parcel Lockers?

How can I ensure that my order is processed on time?

How can I resolve urgent delivery issues related to my order?

Can I change my order before it ships?

I received the wrong item - what should I do?

What do I do if my order shows as delivered but hasn’t arrived?

My parcel is lost - what happens next?

An item is missing from my order - what should I do?

My order arrived damaged - what should I do?

Can I cancel or reschedule my order before it ships?

Can I reschedule a delivery?

Can I update my address after placing an order?

My order is delayed - what should I do?

Orders & Delivery

Do you have a referral program?

Do you offer wholesale?

Do you have an ambassador or breeder program?

My discount code isn't working. What should I do?

How do discount codes work?

Free Treats for Life, Subscription Perk!

Easter Spend & Save Promo

Deals, Programs & Partnerships