Customer satisfaction is very important to us and we want to ensure that you are completely satisfied with your purchase. We have found that most returns can be avoided by proper measurement. We have sizing charts throughout our website and with most of our products to guide you. If you have any questions, please feel free to contact us and we will be happy to help you find just the right size for your pet.
If you receive an item that is defective, please contact us within 15 days from receipt of the item. Include order number, date, and item number and describe the defective merchandise. We may ask that you provide us with a photo of the damaged item.
Defective items are items that are defective from the manufacturer. We will not accept the return of items that have been abused or used for any purpose other than the purpose the item was made to serve.
Defective items returned to us will be replaced with the same item originally ordered or a refund or store credit will be issued for the item.
If you received the wrong item due to a shipping error made by our staff, the shipping and handling fees are non-refundable; however, we will not charge a restocking fee or an additional shipping fee to resend the correct item. In the event of a shipping error, we will gladly exchange the item for the item originally ordered.
Damaged or lost items during shipment
If an item has been lost or damaged during shipment, you will need to contact the carrier (UPS, USPS, FedEx). Claims for items that were damaged in shipment and have evidence of damage to the exterior shipping box must be filed with the carrier. The carrier will provide you information on their claims process and reimburse you for damages.
USPS - https://www.usps.com/ship/file-domestic-claims.htm
UPS - http://www.ups.com/content/us/en/resources/service/claims/
FedEx - http://www.fedex.com/us/customersupport/managing/claims/
All Sports Gear (NCAA, NFL and MLB) and Holiday items cannot be returned for a refund unless they are defective, however, we will be happy to exchange the item.
No returns or exchanges on hand-made items, Grooming products, Hair bows, Personalized, Clearance or Discontinued items.
Send us an email at firstname.lastname@example.org within 15 days of receipt of your item, including order number, date of purchase and item number. You can login to our website and view your order history for this info.
Upon receipt of your email, we will email you the RMA # (Return Merchandise Authorization) along with a return/exchange form including the return address to our returns department. The RMA # is good for 7 business days.
Please DO NOT ship items back to us without this number or your package may be refused and/or subject to a 20% restocking fee.
Customer is responsible for all shipping costs (both cost to ship back to us and cost to re-ship your replacement item for exchanges) unless stated otherwise.
Once we receive the merchandise and confirm that it is unused and in original condition we will exchange. An email will be sent to you upon receipt for your records.
We reserve the right to refuse items that have been used. Any items missing tags, boxes, etc. will be subject to a $2 missing tag fee.
Please be sure that you provide us with the correct mailing address at the time of new order. If items have to be re-shipped because they were refused or unclaimed due to insufficient address provided by you, then you will be billed shipping costs.
Please allow 7 - 10 business days for processing returns after we have received your return.