Refunds & Returns
We want you—and your pets—to love your purchase. If something isn’t right, here’s how returns and exchanges work.
Return Window & Overview
- 30-day window: You have 30 days from delivery to request a return.
- Condition: Items must be unused, unwashed, hair-free, and in original packaging with tags/manuals included.
- Return shipping: Customer is responsible for return shipping unless the item arrived defective, damaged, or we made an error. If we issue a prepaid label, we may deduct the actual label cost from the refund.
- Refund method: To the original payment method after inspection.
- Processing time: Typically 3–10 business days after your return is delivered to our facility.
If your order arrived damaged or defective, see Damaged/Defective Items for a fast replacement.
How to Start a Return
›Eligibility & Non-Returnable Items
Eligible
- New, unused items in original packaging with all tags and accessories.
- Unworn collars/leashes tried on briefly indoors (no wear, hair, or odors).
Not Eligible
- Used, washed, soiled, or pet-hair covered items.
- Items with missing/damaged packaging, tags, or accessories.
- Personalized or custom items, gift cards.
- Opened grooming tools or items marked “Final Sale.”
›Exchanges (Sizing/Color)
The quickest way to get the right item is to place a new order and return the original for a refund after it’s received and inspected. We’ll guide you to the best size via the contact form if you need help.
›Refunds & Timelines
- Refunds go to your original payment method.
- Allow 3–10 business days after we receive your return to process it.
- Shipping charges, duties, and taxes are non-refundable unless required by law or due to our error.
- If a prepaid return label is used, the label cost may be deducted from the refund unless the return is due to our error or a defect.
›Damaged/Defective or Wrong Item
We’ll make it right. Please contact us within 7 days of delivery with photos of the item, packaging, and the shipping label so we can investigate and arrange a replacement or refund.
›Bundles & Promotions
For partial returns from a bundle or promo, your refund may be adjusted to reflect the value of items kept and any discounts applied to the order.
›Gifts
If you received a gift, we can provide a store credit to the recipient once the return is approved and received. If the order wasn’t marked as a gift, refunds go to the original purchaser.
›International Returns
International customers are responsible for return shipping and any duties/taxes. Duties and import fees collected by carriers are generally non-refundable. Use a trackable method and keep your receipt.
Need Help?
We’re here for you. For sizing help, missing items, or anything else, contact support: