1. Cancellation
- Ready-made and in-stock items can be canceled before dispatch.
- Custom-made items and made-to-order items cannot be canceled once the order and payment have been confirmed and completed.
- Once dispatched, for all items, only returns or exchanges will be processed.
2. Returns
Returns are reserved for quality issues.
- To return goods, you must first contact us via email. If the return is due to a defect, please include a photo in your email. For all other return reasons, please provide an explanation in your email.
- To be eligible for a return, your item must be in the same condition that you received it, unused and undamaged with tags, and in its original packaging. Items returned with dirt, slobber, or any other unsanitary condition may not be eligible for a refund. You’ll also need the receipt or proof of purchase.
- If your return is accepted, we’ll send you instructions on how and where to send your package. Items returned to us without first requesting a return will not be accepted.
- Returns due to product defects will have the return shipping cost covered by us. For returns due to other reasons, customers are responsible for the shipping cost.
3. Exchanges
Exchanges are reserved for incorrect sizing dispatched by warehouses or unsuitable sizing.
- To initiate an exchange, please email us with your receipt and proof of purchase.
- To qualify for an exchange, you must notify us by email within 48 hours of receiving the product.
- To be eligible for an exchange, your item must be in the same condition that you received it, unused and undamaged with tags, and in its original packaging. Items returned with dirt, slobber, or other unsanitary conditions may not be eligible for an exchange. You’ll also need the receipt or proof of purchase.
- Exchanges due to product defects will have the shipping cost covered by us. For exchanges due to incorrect sizing or other reasons, customers are responsible for the shipping cost.
4. Damages and issues
- Please inspect your order upon reception and contact us within 48 hours if the item is defective or damaged or if you received the wrong item so we can evaluate the issue and make it right.
- If the item is defective or damaged in shipping, we will issue a prepaid return shipping label. In all other cases, the buyer is responsible for return shipping and may ship back the item using the carrier of his/her choice.
5. Refunds
- We will notify you once we’ve received and inspected your return and let you know if the refund was approved. If approved, you’ll be automatically refunded using your original payment method within 10 business days. Please remember it can take time for your bank or credit card company to process and post the refund.