We want everything you bring home to feel right for you and your pet. If something isn’t, you have 30 days from delivery to return it, with no restocking fees.
At a glance
- 30 days from the date of delivery to start a return.
- Items must be unused, clean and in their original packaging.
- No restocking fees.
- Damaged, defective or wrong item? We cover return shipping and make it right.
- Refunds go back to your original payment method within 5 business days of your return being received and inspected.
Our 30-day return window
You can start a return within 30 calendar days of the date your order was delivered, as shown in your tracking information. Simply contact us within that window, and we’ll take it from there.
Return eligibility
To be eligible for a return, an item must be:
- Unused and unwashed, clean and free of pet hair, odors and signs of wear.
- In its original packaging, with all tags, inserts and accessories included.
- Requested within 30 days of delivery.
We inspect every return when it arrives. Because our pieces go into homes with pets, we can only accept items in new, resaleable condition. If a returned item doesn’t meet these conditions, we’ll contact you to explain why before anything else happens.
Non-returnable items
- Items that have been used, washed, chewed or soiled.
- Grooming and consumable products that have been opened.
- Gift cards.
This doesn’t apply to items that arrive damaged, defective or incorrect. Those are always covered, as described below.
How to start a return
- Contact us within 30 days of delivery by email or with the form on our Contact page. Include your order number and the item or items you’d like to return.
- We’ll reply within 1 business day with return instructions and the address to send your return to.
- Pack the item securely in its original packaging and ship it with a trackable service. Keep your tracking number until your refund is complete.
- When your return arrives, we’ll inspect it and email you to confirm. Your refund is issued within 5 business days of the return being received and inspected.
Please don’t send items back without contacting us first. Returns sent without instructions can take much longer to identify and process.
Return shipping costs
- Changed your mind? Return shipping is your responsibility. We recommend a trackable service, since we can’t be responsible for returns lost on the way back to us. Original shipping charges are not refundable on change-of-mind returns.
- Damaged, defective or wrong item? We pay for return shipping. If we need the item back, we’ll explain how and cover the cost.
- No restocking fees. Ever.
Damaged, defective or wrong items
If your order arrives damaged, has a defect or isn’t what you ordered, we’ll make it right. Contact us within 30 days of delivery with your order number and a photo of the issue (and of the packaging, if it was damaged in transit).
We’ll then send a replacement (subject to availability) or issue a full refund, including any shipping you paid. You choose which you’d prefer.
Refund method and timing
Once your return has been received and inspected, we’ll email you to confirm whether it has been approved. Approved refunds are issued to your original payment method within 5 business days.
Depending on your bank or card issuer, it may take a further 5–10 business days for the refund to appear on your statement. Refunds can only be made to the original payment method.
Exchanges
Need a different size or color? The quickest way is to return the original item for a refund and place a new order for the one you’d like. That way, your new piece isn’t held up while your return travels back to us.
Late or missing refunds
If we’ve confirmed your refund but you haven’t seen it yet:
- Check your bank or card account again.
- Contact your bank or card issuer. Refunds often take some time to post.
- If more than 10 business days have passed since we confirmed your refund, contact us and we’ll look into it right away.
Gifts
Returning a gift? Contact us with the order number. If you don’t have it, the name and email address of the person who sent it will help us find it. Because refunds can only be made to the original payment method, a refund for a gift goes to the person who purchased it.
Order cancellations
Need to cancel or change an order? Contact us as soon as possible. If your order hasn’t been dispatched yet, we’ll cancel it and refund you in full to your original payment method. Once an order has been dispatched, it can no longer be canceled, but you can return it under this policy after it arrives.
Questions
We’re here Monday–Friday, 9am–5pm ET, and we reply within 1 business day. Reach us through our Contact page, and include your order number so we can help faster.