Refund policy

Return and Refund Policy

At Dog.Dog.Cat., we want you and your pet to be completely satisfied with your purchase. We understand that sometimes items don't work out as expected, and we're here to help. Please read our return policy carefully, and don't hesitate to contact us with any questions before initiating a return.

Return Window

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return for eligible items.

Return Conditions

To be eligible for a return, your item must be in the same condition that you received it:

• Clean, unused, unworn, and in new condition
• In original packaging with all tags attached
• Free from pet hair, odors, dirt, or any signs of use
• Undamaged and not chewed or altered in any way
• You'll also need the receipt or proof of purchase

Non-Returnable Items

The following items cannot be returned or exchanged:

• Sale Items: All sale items are final sale and cannot be returned or exchanged
• Gift Cards: Cannot be returned or exchanged
• Pet Food and Treats: Not returnable unless the product is defective, damaged upon arrival, or does not match what was ordered
• Dog Shoes/Boots: Cannot be returned or exchanged if they have been worn outside or show any signs of outdoor use
• Dog Clothing and Wearables: Must be clean, unused, unworn, with original tags attached to be eligible for return
• Dog Crates: Must be in new, unused condition with original packaging
• Items that have been chewed, damaged, soiled, or show any signs of use

Exception: Products with a manufacturer's guarantee or warranty may be eligible for return under the specific terms of that guarantee, even if they show signs of use. Please contact us to discuss warranty claims.

Return Shipping

Customers are responsible for return shipping costs for standard returns and exchanges. We do not provide prepaid return labels.

We will cover return shipping costs if:

• We made an error in your order (wrong item, wrong size, etc.)
• The item arrived damaged or defective
• An exchange is necessary due to our mistake

Before You Return - Let's Talk!

We're here to help! Many returns can be avoided with a quick conversation. Please contact us before returning your item, especially for:

• Dog Shoes/Boots: Sizing can be tricky! We're happy to schedule a FaceTime call to help with initial fitting or to verify sizing details. A quick conversation can save you time and shipping costs.
• Product Questions: Not sure if something will work? We can provide additional details, photos, or videos to help you make the right decision.
• Fit or Function Concerns: Let us help troubleshoot before you return.

How to Start a Return

To start a return, you can contact us at info@dogdogcat.com.

Please include the following information:

• A brief explanation of the reason for return
• Your order number or receipt/proof of purchase
• Whether you prefer a refund or exchange

Returns will need to be sent to the following address: Dog.Dog.Cat. 4000 Lake Tahoe Blvd. Suite C-17 South Lake Tahoe, CA 96150

We recommend using a trackable shipping method, as we cannot be responsible for returns that are lost in transit.

You can always contact us for any return question at info@dogdogcat.com.

Damages and Issues

Please inspect your order upon reception and contact us immediately at info@dogdogcat.com if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. Please include photos of the damage. We will arrange for a replacement or refund at no cost to you, including return shipping.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We'll process your exchange and ship your replacement item as quickly as possible. You'll receive an email notification and tracking information.

European Union 14 Day Cooling Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we've approved your return, please contact us at info@dogdogcat.com.

Questions?

We truly appreciate your business and want to ensure you have the best experience possible. If you have any questions about our return policy or need assistance with a return, please don't hesitate to reach out. We're here to help!

Contact us at:

• Email: info@dogdogcat.com
• Address: Dog.Dog.Cat., 4000 Lake Tahoe Blvd. Suite C-17, South Lake Tahoe, CA 96150

Thank you for shopping with Dog.Dog.Cat. - we're grateful for your trust in us to care for your furry family members!