Returns & Refunds
Returns & Refunds
We want your dog's gear to fit and work. If something isn't right, here's how returns work.
30-day return window
You can request a return within 30 days of delivery. To be eligible, the item must be unused, clean, free of pet hair and chew damage, and in its original packaging.
These items can't be returned once used, for hygiene reasons: toys and balls, bowls, and any item that has been chewed or soiled.
Damaged, defective or wrong item
If your order arrives damaged, defective or isn't what you ordered, email us within 7 days of delivery with your order number and a photo of the problem. We'll send a replacement or a full refund at no cost to you. If we need the item back, we'll cover the return shipping.
Change of mind
For change-of-mind returns, return shipping is paid by the customer. Large items such as beds, cots, ramps and stairs can be expensive to ship, so please check the size guidance on the product page before ordering. Outbound shipping was free, so nothing is deducted for it from your refund.
How to start a return
- Email ssp67512@gmail.com with your order number and the reason for the return.
- We'll reply with return instructions and the return address. Please don't send items back without contacting us first, because items sent to the wrong address can't be processed.
- Once the return is received and inspected, we'll email you to confirm.
Refunds
Approved refunds go back to your original payment method within 5–10 business days after we confirm the return. Your bank or card issuer may take a few extra days to post it.
Exchanges
The fastest way to get a different size or color is to return the item you have and place a new order for the one you want.
Cancellations
Orders are processed quickly. If you need to cancel, email us as soon as possible. If the order hasn't shipped yet, we'll cancel it and refund you in full. Once an order has shipped, the return policy above applies.