Returns & Exchanges

Return/ Exchange Policy

You may exchange or return most new, unused items within 30 days of delivery or in store purchase for a full refund. Sorry but sale items are not eligible for returns or exchanges. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).

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).

Online Returns/Exchanges

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.

Returns/Exchanges For In-Store Purchases

If you need to return or exchange an item for in-store purchases please package your product and send it to us at:

Attn: Returns/Exchanges
148 E. Main St. Suite B
Fredericksburg, TX 78624
Please fill out the form at the bottom of this page with your name, email, phone numbers and the details regarding your return/exchange.

In the package you must include:

  • The Product
  • The Receipt containing the barcode
  • Your Contact Information (Name, Email, Phone)
  • A Brief Note Exlaining What Was Wrong With The Product. 
  • A Brief Note Letting Us Know What Size You Would Like Us To Send Back. (For Exchanges Only)
  • A Self Address Stamped Envelope or Pre-Paid Shipping Label So We May Ship Your Exchange Back. (For Exchanges Only)

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 have to call you for 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. From the time we recieve your product for exchange in most cases it should be processed and shipped back out within 7 days. 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. Please understand that we will not accept postage due packages. We also ask that you please ensure that your self-addressed envelope has sufficient postage.

Exchange Tips

  • For collars let us know your dogs neck measurements so we can make sure we are sending the correct size back to you.
  • For harnesses let us know your dogs neck measurements, girth measurements, and weight so we can make sure we are sending the correct size back to you.
  • For dog clothes let us know your dogs neck measurements, girth measurements, weight, and the measurement from the dogs neck to the start of the tail so we can make sure we are sending the correct size back to you.

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.

NINJA Beds: Ninja Beds have a one-time chew proof 90 day guarentee. In order to recieve your replacement ninja bed please send the following information to

  1. Your name and mailing address
  2. A photo of the damaged bed (and the culprit, if you’d like)
  3. A photo of the care label on the NINJA bed
  4. The receipt or proof of purchase
  5. The size and color of your Ninja bed

Planet Dog: For Returns or Exchanges on Planet Dog Toys please go to the following website:

Woof Wear: To get your Woof Wear Collar Refurbished please email