You may return new, unopened items within 30 days of delivery for a full refund unless otherwise noted below. Items should be returned in their original product packaging. Original shipping charges, if any, are non-refundable. You are also responsible for paying the return shipping charges, even for items that were shipped to you for free. On those items, we may also deduct our original shipping charge from your refund.
In the event that you need to return an item due to our error, we will pay, or reimburse you for, the return shipping charges. We will also pay the shipping charges for the correct item or reimburse you for the shipping charges, if any, that you paid for the item in the event you decide you want to cancel the order rather than exchange it for the correct item.
In all cases, you will need to get a Return Merchandise Authorization Number (RMA) before returning an item. Just log in to your account to get a RMA or contact us at 646-493-3123 and we will guide you through the process. Sorry, but we will not be able to process a return or exchange without a RMA.
You should expect to receive your refund within four weeks of giving your package to the return shipper; however, in most cases, you will receive a refund more quickly. This time period includes the transit time for us to receive your return 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). We'll notify you via e-mail of your refund once we've received and processed the returned item.
In some cases, we charge a restocking fee for returned merchandise. All dog beds and pet carriers are subject to a restocking fee of 20%. Items that are returned in less than new, unused condition will be subject to a minimum of 15% restocking fee. Worn, used, damaged or otherwise unsaleable items cannot be refunded and will be returned to the customer at the customer's expense. All made to order items, items that are customized and/or specialty items cannot be returned.
Clearance items are non-refundable.