Items must be in "new, unaltered, and unused condition" returned in a "like new resalable condition". In brief summary, we must receive returns:
- Without showing signs of odor, wear (beyond trying on for size fit), stains, or damage in any way
- Without signs of cleaning/washing with a soap or detergent
- Must include any manufacturer's packaging, tags, hangers, instructions, etc. as applicable
- Must not be a special order or a custom/personalized order
- Must have all pet hair removed from apparel items that were tried on.
Apparel items that were tried on and returned with dog hair are subject to a $5.00 cleaning fee or rejection, solely at our discretion. Before returning, patting gently with cellophane or masking tape usually works well to remove hair from items that were tried on for size.
Returned items that do not conform to the above standards will be refused and will incur additional shipping charges to be returned to you if you desire them to be returned, otherwise nonconforming items will be discarded after 30 days.
Returns of incorrect items:
If we make an error and ship you an incorrect item, please email us at firstname.lastname@example.org. We will promptly make all the arrangements to correct the situation, including the return shipping of the incorrect item, and absorb all of our costs in doing so. Do not take matters into your own hands by returning the item as you see fit without contacting us first. You will likely incur costs that we cannot reimburse. Contact us and we will quickly correct the problem at no cost to you.
Please note that on apparel items, if you ordered a medium and received a medium, but it doesn't fit, that does not qualify as an incorrect item. In such a case we will be happy to exchange sizes, but you are responsible for shipping the original back to us as outlined above. If you order a medium and we ship you a small, that is an incorrect item, and we will arrange and pay for all shipping to correct our error.
Items defective or damaged in transit:
If an item shipped to you is defective or damaged, please contact Customer Support immediately at email@example.com and do not return the item unless as instructed to when we respond. For faster service, please attach a picture and description of the damage or defect when you contact us. We may not need the item back, and if we do, we will arrange for it's return at our expense. If you return a defective or damaged item back to us at your expense without contacting us first, you will likely incur costs that we cannot reimburse.
Our policy is to only remedy defects and damaged items by shipping an identical replacement, and at our discretion requiring the return of the original if necessary, all at our expense. We will not provide an option for a full refund to remedy a defective or damaged item, only a no cost replacement. If you receive a defective or damaged item and want a refund instead of replacement, it will be treated the same as the return of a non-defective, non-damaged item (you must return it to us at your cost, and S&H costs are not refundable). Please understand that we must have this policy to discourage intentional damage by unscrupulous customers.