How to handle returns and exchanges
In case you order the wrong size or the product is just not what you wanted, you will need to return it.
(Please make sure you have adjusted/tightened the neckline on coats and overalls before deciding it's too big).
Here is what you need to do:
- Email us at [email protected] letting us know why you want to return and what you need instead.
- Make sure the item is in new and unused condition with all tags attached and ALL hair removed from coats after trying them on.
- Add a note to your return package stating what you want instead, i.e. size/color or refund. Don't forget to include your name and order number.
- Ship the product back to us at the below address:
5055 Enterprise Blvd
Toledo, Ohio 43612
Orders eligible for free shipping will also receive free exchange shipping (from warehouse to customer). All other orders will be charged for exchange shipping. Return shipping (from customer to warehouse) is the responsibility of the customer. We recommend having tracking and insurance on return packages in case it gets lost. Please DO NOT return packages by 'refusing it' as it will take a very long time to arrive, plus it won't be trackable. If you choose to do this anyway and the package is lost, we are without responsibility.
We ask you to return the item as quickly as possible, no later than 60 days after purchase. Refunds will NOT be given after 60 days.
Returns can take approx 2 working days to process from we receive them.
You are also more than welcome to place a new order for the item you want, and we will issue a refund for the return when we receive it.
Please ensure that the product you are returning is in NEW and UNUSED condition, including tags and packaging. All items MUST be clean and unused. Please do not return coats full of dog hair after trying them on, or reeking of doggy odor or cigarette smoke. You would not want to receive a coat looking or smelling like that, so please don't expect anyone else to. We will not accept any returns in less than re-sellable condition. Remove all the dog hair with a lint brush/roller or tape (Tape is the best to remove hair from fleece as the lint roller pulls on the fabric and doesn't pick up the hair). So basically, return the item as you received it. If we receive an item that is not hair free, we will charge a $15 fee per item for cleaning it. If we are not able to get all the hairs out, we will refund only half of the purchase price. The same goes for dirty items, only half of the purchase price will be refunded.
We recommend that the dog wears a t-shirt when trying on coats etc to avoid hair sticking to the item.
If you need help with the process, please don't hesitate to contact us either via email, [email protected] or by phone, 888-632-5947. We are more than happy to help.
Thank you very much for your business and please let us know if there is anything we can help you with.