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Shopping online with items shipped directly to you is a convenience. Shipping costs are a fee going to the carriers who provide the service. Return shipping fees are the customer's responsibility unless the item is being exchanged and is covered by our Right-Size Promise. For comparison, if you purchase a harness from a local pet store, take it home and it doesn't fit your dog, the pet store doesn't come pick it up, nor do they pay for return shipping.
Returns must be in new original condition with tags and packaging and free from all pet hair. Damaged, spotted, or items with pet hair will be rejected and returned.
Please include a completed return form and write your order number and contact information.
Original shipping and handling charges are non-refundable (unless there’s a problem we caused).
Whole orders returned, or items returned which drop the original order below the free shipping amount, may incur an outbound shipping charges (at the current rate) deducted from your refund.
Promotional savings may be deducted from returns, including shipping charges if the order falls below the free shipping offer at the time the order was placed.
Merchandise returned after 30 days are issued a store credit. Costumes returned immediately following a holiday are issued store credit.
Monogrammed and custom ordered items are non-returnable. We suggest you try selling these items yourself or donating them to a local shelter or pet rescue agency.
Returns are processed within 48-hours of receipt and refunds applied to the original payment method. Please allow up to 2-3 days for credits to appear on credit cards.
Factory Ordered items are labeled (F/O) and carry the return policy of the manufacturer. These are listed on the respective item in the Shipping information tab. If you need assistance, please contact us first.
Our exclusive RIGHT-SIZE PROMISE* program offers free exchanges for hard-to-fit items when you use our pre-paid labels. You may also use any of our pre-paid labels for a return without doing an exchange and we'll deduct the postage as charged to us by the Post Office. Please follow the instructions included with our pre-paid labels.
Outbound exchanges which are not part of the free exchange program will have normal shipping and handling fees applied. Please add tracking to all return packages for your protection. Exchanges on Factory Ordered items marked (F/O), may require pre-authorization. Please contact customer service first for assistance.
Our Right-Size Promise covers the hard-to-fit items, clothing, harnesses, belly bands, and collars shipped within the lower 48 United States, and includes 1 free exchange shipment per order placed when using our pre-paid labels program, and if we are able to provide the size needed. All other items sent for return or exchange are not part of this free exchange shipping offer and will be billed actual return shipping charges when using our pre-paid return labels.
We reserve the right to modify these terms and conditions at any time without prior notice.