Purchase, Cancellation, and Refund Policy

Effective Date: June 4, 2025

At Mirage & Marrow, we’re committed to delivering high-quality, personalized services with care and transparency. Please review our policies before placing an order.

Purchase Policy

All services must be paid in full at the time of purchase. Due to the custom and time-based nature of our work, services are not eligible for cancellation or refund once they are considered complete.

A service is considered complete when:

  • Your custom recipe formulation(s) have been delivered, or

  • Your scheduled consultation or appointment time has ended

Start of Service Definition

A service is considered started when confirmation of your completed intake form is sent to you via email, or when any personalized preparation (e.g., ingredient assessment, research, or client-specific communication) has begun.

Cancellation Policy

You may request to cancel your order within 14 days of your original purchase date. All cancellation requests must be submitted in writing via email to kiara@mirageandmarrow.com.

If your request is approved, a prorated refund will be issued based on how much of the service has already been performed:

  • Within 24 hours after purchase date and time.

    → Eligible for up to 100% refund

  • Before intake is finalized or before receiving a confirmed turnaround date:
    → Eligible for up to 75% refund

  • After ingredient check has been sent:
    → Eligible for up to 25% refund

  • After approval of ingredients or service been delivered:
    → Not eligible for cancellation or refund

All cancellations are subject to a 5% cancellation fee, deducted from the original purchase price. Refunds will be issued to your original payment method within 14 days of cancellation approval.

After-Care Policy

As part of recipe packages, After-Care refers to the period of time allotted for clients to contact me with questions related to their dog’s recipe. This support includes:

  • Clarifications about the recipe and nutritional analysis

  • Guidance on food preparation and storage

  • Requests for adjustments to the recipe

Adjustment Requests:
Minor adjustments may be accommodated—such as some ingredient changes if something isn’t working well for your dog. These are handled at my discretion and must be requested within 6 months of receiving your completed recipe package to be considered part of this service. Request for adjustments made after 6 months will require a fee for completion.

This time limit only applies to adult recipe formulations. For puppy recipes, minor adjustments may be made without an additional charge until the delivery of their adult custom recipe is completed.

Communication Method:
All After-Care is provided via email only. Phone or video consultations are not included but are available for an additional fee.

For Recipe Analysis Services:
After-Care for Recipe Analysis services is limited to 2 weeks from the completion of service. Questions submitted after that period may require an additional fee.

This After-Care period is intended to ensure you feel supported as you implement your dog’s nutrition plan, while also defining clear expectations around the scope of ongoing support.

Appointment Services

Consultations and other one-on-one appointments not included in After-Care are subject to a 5% cancellation fee.

  • Appointments may be rescheduled up to two times, with at least 24 hours’ notice before the scheduled time by emailing kiara@mirageandmarrow.com.

  • Additional reschedule requests beyond the second may require rebooking (repayment) and are subject to availability.

  • Appointments may be rescheduled up to 6 hours before the appointment time, otherwise if a client is unable to make the appointment, it will be considered a ‘No-show.’

  • Appointments that are canceled within 12 hours of the appointment time are not eligible for a refund.

  • No-shows are considered cancellations and are not eligible for refunds.

  • Appointments that are canceled rather than rescheduled may also be subject to the 5% cancellation fee

Return Policy

Due to the personalized nature of our services, returns are not accepted.

Turnaround Times

Turnaround times vary depending on the type of service and our current client volume. Estimated timelines are provided once intake is finalized. Delays may occur due to:

  • Intake forms that are vague, incomplete, or missing key details

  • Delayed or slow responses to follow-up questions or clarification requests during the intake review process

We appreciate your prompt communication to help keep your project on schedule.

Policy Updates

Mirage & Marrow reserves the right to update this policy at any time without prior notice. Changes will be posted on our website and will apply to all purchases made after the effective date.

If you have questions or need assistance about the above policies or pricing, please contact us at kiara@mirageandmarrow.com.