If you are not 100% satisfied with your purchase, you can return or exchange items in the same condition that you received it within 30 days.
What do I do if I need to return something?
Give our friendly customer service team an email at firstname.lastname@example.org and we will provide a return label for you. Processing time for returns take 7-14 days. If you wish to send the item back yourself, we will give you the address to send it in to.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your return item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and you will receive a K9 Heat E-Giftcard.
Returned-to-Sender & Refused Packages
- This can happen if (1) an address is invalid or missing information, (2) the carrier is unable to deliver your package, or (3) the order is refused by the customer at time of delivery.
- Returned-to-Sender or Refused packages will be restocked and you will be issued store credit in the form of an E-Gift Card minus the initial shipping charge.
- We are unable to make changes to orders once they have been placed in our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery.
- We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.
Reserved Rights Regarding Returns
We reserve the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:
- An irregular or excessive returns history indicative of "wardrobing;"
- An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or
- Potential fraudulent or criminal activity.
Should you receive a damaged, defective, or incorrect item, contact our Customer Care team via our email email@example.com. Once we receive your request, we will be in contact with you to address and resolve the issue.