Return & refund policy
30-day returns on unused gear
We want you and your buddy to love your carrier. If something isn’t right, you can return an unused item within 30 days of delivery for a refund.
What qualifies
To be eligible, your item must be:
- Returned within 30 days of the delivery date.
- Unused and in original condition — clean, unworn, with all tags and original packaging.
Used items can’t be returned
For the health and safety of every pet, items that have been used cannot be returned, exchanged, or refunded. A carrier that has been worn, soiled, chewed, washed, or otherwise used is considered used. Please check the size and fit before your first trip — our sizing guide and Carrier Finder are here to help.
How to start a return
- Contact us with your order number and the item you’d like to return.
- We’ll confirm eligibility and send return instructions.
- Once we receive and inspect the item, we’ll process your refund to the original payment method. Refunds typically post within 5–10 business days after inspection.
Exchanges
Need a different size? Start a return for the unused item and place a new order — shipping is always free, so there’s no extra cost to swap.
Damaged, defective, or wrong item
If your order arrives damaged, defective, or incorrect, that’s on us. Contact us within 30 days with a photo and we’ll make it right with a free replacement or full refund — including any return shipping.
Return shipping
For change-of-mind returns of unused items, return shipping is the customer’s responsibility. For damaged, defective, or incorrect items, we cover return shipping.
Non-returnable
- Used or soiled items.
- Final-sale or clearance items.
- Gift cards.