Return & Refund Policy

Returns and Exchanges

We stand by the quality of our products and want you to be completely satisfied with your purchase. If your order arrives damaged, goes missing in transit, or simply does not meet your expectations, we will do our best to make it right.

Return Window: For orders shipped within our country (domestic), returns made within 30 days of the purchase date are eligible for a refund to the original payment method. For orders shipped internationally (outside our country), returns made within 60 days of the purchase date are eligible for refund. If you need an exchange (for example, a replacement of a defective item), please contact us within these timeframes as well.

How to Initiate a Return/Exchange: Please contact our Customer Support team before sending any item back. You can reach us via the Contact Us page on our site or by emailing us at [support@ourstore.com]. Our friendly support team will guide you through the process. Returns sent without first contacting us will not be accepted, as we need to authorize and coordinate the return or exchange in advance. We promise to handle your request promptly and kindly.

Who Pays for Return Shipping: In cases of buyer’s remorse or if the item simply didn't meet your expectations, the customer is responsible for return postage and shipping costs. However, if your product arrived with a manufacturing defect or was damaged in production/shipping, we will cover the return shipping or provide a prepaid label, as applicable (we'll never ask you to pay for our mistakes).

Items Ineligible for Return or Exchange

Certain items cannot be returned or exchanged. Please check the product description on the product page to see if an item is marked as “Final Sale” or otherwise ineligible before you purchase. Products that are final sale are not eligible for return, exchange, store credit, or refund.

Additionally, the following are ineligible for return/refund in most cases:

Gift cards or store credit vouchers: These are non-refundable and cannot be returned once purchased.
Digital memberships or donations: (See Digital Products section below) Our Patron memberships or similar digital offerings are considered contributions and are generally non-refundable.
Used or damaged items due to misuse: Items that are not in original condition (e.g. heavily used, modified, or damaged by the customer) do not qualify (see Conditions below).

If you are unsure whether your item is eligible for a return, feel free to reach out to our support team for clarification before sending it back.

Conditions for Returns

To ensure a smooth return process, please make sure your item meets the following conditions when you send it back to us:

Original Condition: The item should be in its original, unused condition, and returned with all original packaging, accessories, and components included. We appreciate you taking care to package it securely for the return shipment.
Undamaged by Customer: If the product has been chewed on by your pet, spilled on, dropped in the mud, or otherwise damaged or altered after you received it, we unfortunately cannot accept it back. We ask that you return the item in the same condition you received it.
Return Shipping: As noted, for non-defective returns the customer is responsible for return shipping costs. We highly recommend using a trackable and insured shipping method for any return. If we don’t receive the item back or it gets lost on the way, we won’t be able to process your refund. (Keep your return tracking number handy!)
Include Order Info: Include your order number and name in the return package or in your communications, so we can identify your order and process your refund or exchange faster. If you’ve arranged everything with our team beforehand, they will provide instructions on what information to include.

When we receive your returned item and verify it meets the above conditions, we will process your refund or exchange as soon as possible. Refunds for approved returns are typically issued within a few business days to your original payment method. We’ll notify you via email once your return is completed.

Digital Products (Patron Memberships)

At this time, we do not offer digital goods for sale on our store (aside from our Patron support membership). Because digital goods (such as downloads or membership access) are delivered via the internet, we generally do not offer refunds for these items. Our Patron page memberships or similar contributions are considered support for our content, and thus all sales are final for digital memberships.

If you experience an issue with a digital product or believe a refund is warranted, you may contact our Customer Support. Such requests will be reviewed on a case-by-case basis by our team, who reserves the right to determine whether an exception can be made. We always aim to be fair and understanding, but please be aware that in most cases digital purchases and donations are non-refundable.

Shipping Considerations for Returns

When dealing with returns and deliveries, here are some important shipping-related policies to keep in mind:

Shipping Costs

Any original shipping fees paid on your order are non-refundable. Shipping is a service that is completed when your order is sent out, so if you return a product for a refund, the refund will cover the cost of the item only, not the shipping charge. Similarly, if we ship an exchanged item to you, we may ask you to cover the shipping cost for the new shipment unless the exchange is due to a defect or mistake on our part.

Address Accuracy

Please double-check your shipping address at checkout! Orders that are not delivered because of an incorrect or invalid address, or because the delivery was refused/unclaimed, are not eligible for full refunds of the order cost. We cannot offer refunds for failed delivery in cases of address errors or unclaimed packages. If a package is returned to us by the postal service due to an addressing issue, we can assist in reshipping it to you, but you may be responsible for the new shipping cost. If you prefer to cancel the order in such a case, we will refund the product cost once the package is returned to us, but shipping costs cannot be refunded.

International Orders

We gladly ship our products to many countries worldwide. Please note, however, that customers are responsible for any customs duties, taxes, or import fees that may be applied by your country for incoming shipments. If you return an item to us from overseas, we are not responsible for any customs fees or return shipping costs you incur. We also do not refund any international shipping surcharges or customs fees that you may have paid as part of your original order. These charges are levied by your government and are not collected by us, so we cannot recover or refund them.

If an international package is refused or abandoned due to customs fees, or is returned to us due to issues with customs or delivery, we can issue a refund for the product (once the item is safely back with us), but we cannot refund the shipping costs in such cases. We will contact you to arrange any reshipment or refund as needed.

Tracking

Once your order ships out, you will receive a shipping confirmation email that includes a tracking number for your package. Please allow up to 24 hours for the tracking information to update after you receive the notification, as it may take some time for the carrier to register the package in their system. We encourage you to monitor the tracking progress. If you notice any unusual delays or issues in the tracking status, feel free to reach out to us — we’re happy to help check on things.

Lost or Damaged Packages

We sincerely hope every order reaches you safe and sound. If your order is lost in transit (e.g., the tracking has not updated for an extended period or is marked delivered but you cannot find it) or arrives damaged, please contact our Customer Support team right away. You can email us at [support@ourstore.com] with your order details. We may ask for a photo of any damage or the package for our records and to help resolve the issue quickly.

Rest assured, we will work with you to resolve the problem. In cases of confirmed loss or damage in transit, we will typically send a replacement at no additional cost to you, or offer a full refund if a replacement is not available. Your satisfaction is our priority, and we want to make sure you get the product you ordered in good condition.