Return/ Exchange Policy
You may exchange or return most new, unused items in resellable condition for any reason within 30 days of delivery or in store purchase for a full refund with the original receipt or exchange/store credit without receipt. Items with manufacturer defects may be returned within 90 days for refund or exchange upon review of the defect. Sorry but sale items are ONLY eligible for exchanges or store credit, NO RETURNS.
You may either bring the product into the store or fill out the form below to do a mail return/exchange. If you are going to do a mail return/exchange PLEASE fill out the form or your return may get lost or delayed. You should expect to receive your exchange or refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your item from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return or exchange an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
For In-Store Mail-In Exchanges/Returns
We will send you a paid shipping label for your return or exchange.
In the package you must include:
- The Product
- The Receipt containing the barcode
- Your contact information including (Name, Email, and Phone Number)
We will email you once we receive the product to let you know we received it. With a return we will ask you to then call us with your credit card information so we can process the return. With an exchange we will then get all the information we need on sizes etc.
You must include everything above for your return to be processed quickly. Please keep in mind that we cannot do a return without your receipt. We will need the complete card number if you pay with a credit card due to the new chip and pin machine in order to process your refund. Also keep in mind that if you are wanting an exchange that it may take longer to process if we do not have the product in stock. If we do not have the product in stock or there is a problem with your return/exchange we will contact you with an approximate time frame to process your return/exchange. From the time we receive your product for exchange in most cases it should be processed and shipped back out within 7 days.
Guaranteed Item Exchanges
ThunderShirt: You have 45 days form the date of purchase to return the ThunderShirt to us it it does not work.
WestPaw: Please go to the following website and follow the directions to get your one-time guarentee on WestPaw Toys. https://www.westpawdesign.com/customer-service/our-team/guarantee
Planet Dog: For Returns or Exchanges on Planet Dog Toys please go to the following website: http://www.planetdog.com/contact/customer-service
Woof Wear: To get your Woof Wear Collar Refurbished please email email@example.com