Return and Exchange Policy FAQ
Frequently asked questions about returns, refunds, and exchanges.
How do I return?
- Please review the policies on this page before starting your return
- Visit our Return Portal
- Enter your order number and email address to start
- Follow the instructions and select the item(s) you want to return
- Once your request is approved, you will get a confirmation email with shipping guidelines
- For Instagram and Facebook orders, please initiate the return on the app where you placed the order
What items are returnable?
- Within 30 days from the date of delivery. Need more time to train your pup? No problem, just email us before the 30-day deadline and ask for an extension
- Full-priced items
- Items with no appearance of having been used
- Items intact and in their original packaging
What items are non-refundable?
The following items are final sale and cannot be returned:
- Gift cards
- Items purchased on sale
- Items purchased with a discount code
What are the refund options?
The following refund options are supported:
- Refund to the original payment method
- Refund to store credit (if applicable)
What are the return costs?
If you choose to generate a label for your return through our Return Portal, the cost of the label will be deducted from your refund. If you prefer, you can purchase a return label from a courier of your choice.
Kindly note that a 15% restocking fee will be deducted from the total amount refunded. Items must be returned in their original packaging and condition, with no visible signs of usage.
Please ensure that the item(s) are correctly packed inside the box. All items must be returned in their original/clean condition. Any damages occurred during transport as a result of a misplaced item will lead to a deduction in the total amount refunded. Any scuffs, marks or damage will result in further deduction up to 50%. The total refund will also be reduced if there are any missing item(s).
If you wish to initiate the return process, please visit our Return Portal and submit your request.
What happens to my return?
Our doggy journey to upcycling
We take great care and responsibility in supporting our community and environment. This includes how we process returns. We have a no landfill policy and do our best to not dispose of any returned items. Instead, we upcycle all returned and/or damaged items and donate them to animal shelters, rescues, and/or charities for a variety of different uses. We only recycle as needed and as a last resort.
What do I do if I receive a damaged item?
If the purchased product is faulty, send us an email with accompanying photos at email@example.com within 7 days of the delivered date.
Can the items be exchanged?
If you would like to exchange a product for a different size or colour, please return your existing item(s) and place a new order for the desired item(s). Please note all returns are subject to our Return Policy.
How do I ship back the items?
Once your refund has been processed, a return label will automatically be sent to your inbox within 48 hours. You can then package your items in the same good and clean condition as when you received them, affix the return label to the original packaging and drop it off at the most convenient drop-off location.
For more instructions on how to ship the returned items, refer to the email received after submitting the return request.
How soon will I get my refund?
You will be notified via email once your returned item has been received and inspected. The refund request will be processed within 5 to 7 working days. Please note that refunds may take up to a few weeks to be processed by your bank. If you do not receive your refund within 30 days, please feel free to email us.
Need more assistance?
If you have any other queries about returns or refunds, please reach out to us at firstname.lastname@example.org.