Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return/store credit your item must be unused and in the same condition that you received it. It must also be in the original packaging. If your item is defective, we can exchange the collar with another collar at equal value. If you’re wanting to replace with a higher priced collar, the difference must be paid prior to shipment of the replacement collar.
Store credit will be issued for the purchase price of all eligible returned merchandise. (Please see below on eligibility of returns and the process of returning). We no longer offer refunds - NO exceptions. Once a return is received and processed, an online code will be emailed to the email address used on the original order. This code can then be redeemed online for a future purchase. There is NO expiration on store credit.
To be eligible for an exchange/return, please make sure that:
Return Shipping charges:
Original shipping charges are not refunded or credited on a return. You are responsible for paying the costs of shipping and for the risk of loss of or damage to the product during shipping, both to and Mutt Couture. We highly recommend returning with tracking and/or insurance.
Additional non-returnable items:
To complete your return, we require a receipt or proof of purchase.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Please note refunds/returns/exchanges can take up to 2 weeks to process due to possible delays in USPS or other carrier services. If it has past that time please reach out to email@example.com
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your item to: 973 Foothill Blvd., Suite 106 San Luis Obispo, CA 93405. Customer is responsible for shipping item back to Mutt Couture as well as shipping on new item. If the item is worn or damaged, we cannot do an exchange. Items must be unused. Please note that collar sizes differ in price, subject to credit or additional charges. Exchanges can take 7-10 business days to process.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to:
973 Foothill Blvd., Suite 106 San Luis Obispo US 93405
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Return Shipping charges:
Original shipping charges are not refunded or credited on a return. You are responsible for paying the costs of shipping and for the risk of loss of or damage to the product during shipping, both to and from Mutt Couture.
We highly recommend returning with tracking and/or insurance.
Defective or Damaged items: If you received a damaged product, you must notify us within 3 business days.
Missing/Incorrect Item: If you have an item missing from your order or have received a wrong item, you must notify us within 3 business days.
Lost/Stolen/Damaged Packages: Once a package ships from our warehouse, it becomes the liability of the post office. Mutt Couture is not responsible for lost, stolen or damaged packages. All packages are sent with a GPS tracking embedded in the barcode.
If an order states "delivered" but you haven't received it, you will need to contact your local post office. They can GPS the package and find it for you. If it shows "delivered" and they are unable to find the package, Mutt Couture is not responsible. The issue must be resolved with the United States Post Office or your local law enforcement.