Returns and Swaps

Last updated: November 14, 2026

We want your pet to love what you bought. If something isn't right, here is what we do.

Free size and color swaps, for 30 days

Wrong size or color? Within 30 days of delivery, contact us with your order number and the size or color you need. We send you a prepaid return label for the first item, and ship the new one free as soon as the original is on its way back. Swaps don't apply to personalized or engraved items, which are made to order.

Returns for a refund, for 30 days

• You can return most items within 30 days of delivery for a refund.
• Items must be unused, clean, free of pet hair and in their original packaging.
• Return shipping is paid by you, unless the item arrived damaged, faulty or wrong.
• Original shipping charges are not refunded, unless the mistake was ours.

Damaged, faulty or wrong items

Contact us within 7 days of delivery with your order number and a photo. We'll send a replacement or refund you in full, and often you won't need to send anything back.

What can't be returned

• Personalized or engraved items, unless they arrive damaged or with a mistake on our side.
• Hygiene and consumable products once opened, such as wipes, waste bags, pee pads and cleaning sprays.
• Gift cards.

How to start a return

1. Contact us with your order number before you send anything. We'll reply within one business day with the return address and instructions.
2. Pack the item securely and send it back within 14 days of our reply.
3. Items sent back without contacting us first may not reach us and may not be refunded.

Refunds

When the return reaches us, we check it and refund you to your original payment method within 5 to 10 business days. Items bought on sale are refunded at the price you paid. Your bank or PayPal may take a few more days to show the refund.

Questions

A real person answers every message within one business day. Contact us.