Returns and refunds
30 days, no drama. Start your request from My Orders so your order number is attached automatically — it is processed faster.
Effective: 24 September 2026
How a return works
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Step 1 — Contact us within 30 days of delivery, from My Orders or the support inbox
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Step 2 — US orders get a prepaid return label emailed to you
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Step 3 — Pack it with the original pouch
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Step 4 — Refund issued to the original payment method in 3–5 business days after the parcel reaches our warehouse
What can be returned
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Anything unused, in its original pouch and still resellable
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Damaged or wrong items: replaced free within 14 days, no return shipment needed
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Personalized pieces (like engraved pet tags) can't be returned for a change of heart, but a mistake on our side is always redone free
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Requests beyond 30 days, items with clear signs of wear, or missing accessories cannot be accepted
Do I have to pay for return shipping?
Return postage is free for US orders (prepaid label). Other countries ship at the buyer's cost, unless the return is due to a quality issue.
Do you refund the original shipping fee?
On orders that shipped free we refund the product price only; a separately paid express upgrade isn't refundable once the parcel is in transit.
Can I exchange instead of getting a refund?
Yes — an exchange for another colour or size works like a return; we ship the new piece as soon as the return arrives, at no extra charge.
What if my item arrived damaged?
Send us a photo — we replace it free within 14 days, you keep the damaged one, and every shipping cost is on us.