Refund policy

Last updated: October 18, 2026.

We want you and your pet to love what you ordered. Here is how returns work.

Warehouse items (beds, mats, perches, enrichment toys, leashes, home organizers)

  • Return within 30 days of delivery for a refund to your original payment method.
  • Items must be unused, clean and in original packaging. For hygiene reasons we can't accept beds, mats or toys your pet has used, unless they arrived defective.
  • Start a return through the chat on our site or by replying to your order confirmation email, with your order number. We'll send return instructions. Please don't send items back without contacting us first; returns go to our supplier's US warehouse, not to us.
  • Return shipping is paid by you unless the item arrived damaged, defective or wrong.
  • Refunds are issued within 5 business days after the return is received and checked.

Personalized and printed-to-order items (engraved tags, collars, bandanas, portraits, mugs, ornaments, pillows, blankets, coastal apparel, tumblers, towels, stickers, and bundles with these parts)

These are made for your order, so we can't accept returns for a change of mind, for size, or for a name or photo you entered incorrectly. Check the size chart before ordering apparel.

We will remake or refund these items if:

  • it arrives damaged or defective, or
  • we made a mistake (wrong name, wrong photo, printing error).

Contact us within 30 days of delivery with your order number and a photo of the problem. No return needed in most cases.

Damaged, defective or wrong items

Contact us within 30 days of delivery with a photo. We'll send a replacement or a full refund, including shipping, at your choice.

Cancellations

  • Non-personalized orders can be canceled any time before they ship.
  • Personalized orders can be canceled within 12 hours of ordering, before production starts.
  • If your order will not ship within the time stated on the product page, we'll email you with a new estimate and the option to cancel for a full refund.

Gift cards

Gift cards are not refundable and do not expire.