Returns & Refunds

Fast answers, clear rules, and easy support if something is not right with your order.

30-Day Returns

Eligible unused items can be requested for return within 30 days after delivery. Products must be clean, unused, and in original condition.

Exchanges

Need another size or model? Contact us before sending anything back. If the item is unused and available, we will guide you through the exchange process.

Refund Timing

Approved refunds are processed after the returned item is received and inspected. Bank or payment provider processing time may vary.

Damaged Item

If your item arrives damaged, incorrect, or incomplete, send photos and your order number so we can review the issue quickly.

Return Shipping

Return instructions and shipping details are provided after approval. Original shipping fees may be non-refundable unless required by law.

Support Email

Start your return request by emailing purrdog.shop@gmail.com. Include your order number and item name.

Full Return Policy

We want every PurrDog order to feel right. Please review the details below before starting a return, exchange, refund, cancellation, or damaged-item request. This helps us resolve issues faster and keeps the process clear for both sides.

Eligible for Return

  • Unused products in original, clean condition.
  • Items requested for return within 30 days after delivery.
  • Products with original packaging, tags, accessories, or inserts when available.
  • Items approved by PurrDog support before being shipped back.
  • Items that can be safely inspected and resold as new.

Not Eligible for Return

  • Used, worn, washed, damaged, altered, or dirty items.
  • Products damaged by chewing, scratching, misuse, or normal wear.
  • Items sent back without contacting support first.
  • Gift cards, final sale items, or products marked non-returnable.
  • Items with missing parts, missing accessories, or strong pet odor.
  • Products that no longer match their original condition after delivery.

How to Start a Return

  • Email purrdog.shop@gmail.com.
  • Include your order number, item name, and reason for return.
  • Attach photos if the product arrived damaged, incorrect, or incomplete.
  • Wait for our instructions before sending the item back.
  • Use the same email address you used at checkout when possible.
  • Do not ship the item to any address until we confirm the return instructions.

Refund Process

  • Refunds are reviewed after the returned item is received and inspected.
  • Approved refunds are issued to the original payment method.
  • Bank and payment provider processing times may vary.
  • Original shipping fees may be non-refundable unless required by law.
  • If only part of an order is returned, only the approved returned item value may be refunded.
  • Discounts, promo codes, and bundle pricing may affect the final refund amount.

Exchanges

  • Exchanges depend on product availability.
  • If another size or model is available, we will guide you through the next step.
  • If the item is unavailable, we may recommend placing a new order or receiving a refund if eligible.
  • Price differences between exchanged items may need to be paid before shipment.
  • Exchange requests must meet the same condition rules as returns.

Damaged or Incorrect Items

  • Contact us as soon as possible after delivery.
  • Send clear photos of the product, packaging, and issue.
  • We will review the case and help with a replacement, refund, or next step when appropriate.
  • Please keep the item and packaging until we finish reviewing the issue.
  • Claims may be harder to approve if reported long after delivery.

Wrong Size or Fit

  • Please check the product size guide before ordering.
  • If the item does not fit, contact us before using it outdoors.
  • Used collars, leashes, harnesses, or accessories may not be eligible for return.
  • We may ask for photos or measurements to help recommend the correct size.

Order Cancellations

  • Contact us immediately if you need to cancel an order.
  • If the order has not been processed or shipped, we will do our best to cancel it.
  • Once an order is packed, shipped, or handed to the carrier, cancellation may not be possible.
  • If cancellation is not possible, you may need to follow the return process after delivery.

Wrong Shipping Address

  • Email us as soon as possible if the shipping address is incorrect.
  • If the order has not shipped, we will try to update the address.
  • After shipment, address changes depend on the carrier and may not be possible.
  • PurrDog is not responsible for packages delivered to an address entered incorrectly at checkout.

Lost or Delayed Packages

  • Carrier delays can happen and may be outside our direct control.
  • If tracking has not updated for several days, contact us with your order number.
  • If a package is marked delivered but you cannot find it, check nearby delivery areas and contact the carrier first.
  • We will help review the tracking information and advise the next step when possible.

Return Shipping Costs

  • Return shipping costs may be the customer's responsibility unless the item arrived damaged, incorrect, or defective.
  • Shipping fees paid at checkout may be non-refundable unless required by law.
  • We recommend using a trackable shipping method for returns.
  • PurrDog is not responsible for return packages lost in transit unless otherwise agreed in writing.

Inspection & Approval

  • All returned items are inspected before a refund or exchange is approved.
  • Items that do not meet the return conditions may be refused.
  • If a return is refused, we may contact you about next steps.
  • Inspection may take a few business days after the return is received.

Partial Refunds

  • Partial refunds may apply if only part of an order is returned.
  • Partial refunds may also apply when an approved item has missing packaging, accessories, or other minor issues.
  • Discounts, bundle offers, and promotional pricing may reduce the refundable amount.
  • We will explain any partial refund decision before or during processing.

Final Sale & Gift Cards

  • Gift cards are not refundable.
  • Items marked final sale, clearance, or non-returnable may not be returned.
  • Promotional items or free gifts may need to be returned if the qualifying purchase is returned.
  • If a final sale item arrives damaged or incorrect, contact us and we will review the case.

What to Include in Your Email

  • Your full name and order number.
  • The item name, size, color, or model.
  • The reason for return, exchange, refund, or cancellation.
  • Photos if the item is damaged, incorrect, incomplete, or has a visible issue.
  • Your preferred solution: return, exchange, replacement, or refund review.

Response Time

  • We do our best to respond as quickly as possible.
  • Most support requests are reviewed within 1-2 business days.
  • Requests sent on weekends or holidays may take longer.
  • Sending complete information in the first email helps avoid delays.

Please contact us before sending any item back. Returns sent without prior approval may not be accepted. This policy does not limit any rights you may have under applicable consumer protection laws.